Do you know what they are thinking?

9 years ago Hutch Morzaria 2
Ensuring that you measure your customers expectations of your business as well as acting to meet and exceed those expectations is a key step in ensuring that you are running a successful and profitable business.  Gaining valuable insightful customer feedback is key to ensuring that your business continues to address consumers’ needs. Current data shows Read More

The “Right” Customer

10 years ago Hutch Morzaria 1
Lets assume that you have the perfect product. One that everyone needs. You’ve priced it right and everyone in the world can afford it. It works without errors and flaws and doesn’t break and is extremely simple to use (while a smartphone is simple to use – its not necessarily cheap so finding that magic Read More

The 80/20 Rule

10 years ago Hutch Morzaria 0
If you’ve been in Tech Support or Help Desks for any length of time – especially from a management perspective you’ll be extremely familiar with something called the 80/20 rule.   Put simply it implies that 80% of your calls/contacts are generated from 20% of your issues.  If you are able to focus efforts on clearing Read More