Here is the best piece of free consultancy I would give anyone involved in Retail or call centres or digital or Omnichannel etc. and want to be taken seriously. It's the best textbook on the basics of Conversation Analysis and you can get it on line at amazon book depo...

7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that I want to share.

Sometimes the behaviour of the customer is as clear as the voice of the customer so the same rules should apply to b...