customer experience

Service credibility is everything for professionals ‘The quality of being convincing or believable’ is a key component of trust, and can also be a differentiator – with more ‘credible’ service providers being well placed to win work against their competitors. But what makes someone ‘credible’? Ask many professionals and they would...

Many organisations, including the professions, would run a mile from service guarantees. They'd strongly caution their clients against offering them, and very few solicitors, for example, use them for themselves. Why? Well they're a risk. (and risk is bad!) What if somebody takes the option of complaining? You'd...