Customer retention and..., CX Measurement 23/11/2018 Customer retention and..., CX Measurement 23/11/2018

The future of VOC measurement - don't let organisations do it themselves!

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Customer Journeys, Customer retention and..., CX Leadership, CX Professionals, CX Strategy 13/08/2018 Customer Journeys, Customer retention and..., CX Leadership, CX Professionals, CX Strategy 13/08/2018

What really makes customers happy?

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Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 03/08/2018 Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 03/08/2018

How NOT to survive in a disrupted world - the case study of UK retailer, FatFace

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Customer Journeys, Customer retention and..., CX Culture, CX Leadership, Recovery 26/06/2018 Customer Journeys, Customer retention and..., CX Culture, CX Leadership, Recovery 26/06/2018

So What?! There are plenty more customers where he came from!

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Customer retention and..., CX Leadership, CX Strategy, Financial Services, Recovery, Retail 22/05/2018 Customer retention and..., CX Leadership, CX Strategy, Financial Services, Recovery, Retail 22/05/2018

Transform or Die! Business Transformation is No Longer Optional

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Customer retention and..., CX Culture, People, Recovery, Travel 10/05/2018 Customer retention and..., CX Culture, People, Recovery, Travel 10/05/2018

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

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Customer Journeys, Customer retention and..., CX Culture, CX Leadership 27/02/2018 Customer Journeys, Customer retention and..., CX Culture, CX Leadership 27/02/2018

The Customer Experience Million Dollar Question: Will my customer come back?

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Customer retention and..., CX Culture, CX Leadership, People 09/02/2018 Customer retention and..., CX Culture, CX Leadership, People 09/02/2018

The customer conniption! Identifying the 'final straw' moment

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Customer Journeys, Customer retention and..., CX Leadership, Regulation, Travel 12/01/2018 Customer Journeys, Customer retention and..., CX Leadership, Regulation, Travel 12/01/2018

Customer or Hostage? The unfortunate story of the UK passenger rail industry

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Customer retention and..., CX Leadership, CX Professionals 14/12/2017 Customer retention and..., CX Leadership, CX Professionals 14/12/2017

The Customer Experience '7 Year Itch'! A frank and honest assessment of the CX profession

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Customer Journeys, Customer retention and..., CX Leadership, People 22/11/2017 Customer Journeys, Customer retention and..., CX Leadership, People 22/11/2017

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

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Customer Journeys, Customer retention and..., Travel 13/11/2017 Customer Journeys, Customer retention and..., Travel 13/11/2017

'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company?

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Customer Journeys, Customer retention and..., People, Social Media, Travel 17/10/2017 Customer Journeys, Customer retention and..., People, Social Media, Travel 17/10/2017

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

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Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 27/09/2017 Customer Journeys, Customer retention and..., CX Leadership, CX Strategy 27/09/2017

WANTS and NEEDS - When it comes to customers do you really know the difference?

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Customer Journeys, Customer retention and..., CX Professionals 14/07/2017 Customer Journeys, Customer retention and..., CX Professionals 14/07/2017

With customer experience design, functional is good. But don't stop there - by Beth Richardson

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Customer Journeys, Customer retention and..., Recovery, Travel 05/06/2017 Customer Journeys, Customer retention and..., Recovery, Travel 05/06/2017

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

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Customer retention and..., CX Leadership, CX Professionals, CX Strategy, People 18/05/2017 Customer retention and..., CX Leadership, CX Professionals, CX Strategy, People 18/05/2017

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

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Customer Journeys, Customer retention and..., CX Leadership, Recovery, Travel 02/05/2017 Customer Journeys, Customer retention and..., CX Leadership, Recovery, Travel 02/05/2017

Actions MUST speak louder than Words: United Airlines eat humble pie!

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Customer Journeys, Customer retention and..., CX Leadership, People, Recovery 25/04/2017 Customer Journeys, Customer retention and..., CX Leadership, People, Recovery 25/04/2017

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

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Customer Journeys, Customer retention and..., CX Strategy 28/03/2017 Customer Journeys, Customer retention and..., CX Strategy 28/03/2017

Customer Experience: it goes both ways... or does it?!

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