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 Strategy, People, Recovery, Retail, Social Media 07/03/2016 Customer Journeys, Customer retention and..., CX Strategy, People, Recovery, Retail, Social Media 07/03/2016

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

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Customer Journeys, Customer retention and..., CX Strategy, Regulation, Social Media, Telecoms 12/11/2015 Customer Journeys, Customer retention and..., CX Strategy, Regulation, Social Media, Telecoms 12/11/2015

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

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Customer Journeys, Customer retention and..., People, Recovery, Retail, Social Media 25/08/2015 Customer Journeys, Customer retention and..., People, Recovery, Retail, Social Media 25/08/2015

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

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Customer retention and..., CX Strategy, Recovery, Retail, Social Media 22/06/2015 Customer retention and..., CX Strategy, Recovery, Retail, Social Media 22/06/2015

Lessons in authentic leadership from ao.com: It's not First Time Resolution - it's Personal Resolution!

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Customer Journeys, Customer retention and..., Social Media, Travel 15/06/2015 Customer Journeys, Customer retention and..., Social Media, Travel 15/06/2015

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

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Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015 Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015

The customer is not always right.....BUT be careful how you respond when you think they are not!

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Channels, Customer Journeys, Customer retention and..., Retail, Social Media 14/01/2015 Channels, Customer Journeys, Customer retention and..., Retail, Social Media 14/01/2015

Falling out of love with John Lewis - even the best find it tough to deliver consistently good customer experiences

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Channels, Communication Channels, Customer Journeys, Customer retention and..., Social Media, Technology 25/11/2014 Channels, Communication Channels, Customer Journeys, Customer retention and..., Social Media, Technology 25/11/2014

The big 'Wi-Fi' conundrum: a way to make money or a way to give customers what they need?

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Channels, Communication Channels, Customer retention and..., Recovery, Social Media, Travel 19/09/2014 Channels, Communication Channels, Customer retention and..., Recovery, Social Media, Travel 19/09/2014

Customer Empathy - ignore it at your peril!

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Communication Channels, Customer Journeys, Social Media, Technology 08/10/2013 Communication Channels, Customer Journeys, Social Media, Technology 08/10/2013

Facebook is not even 10 years old! How technology and innovation is influencing the customer experience

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Channels, Recovery, Social Media 28/05/2013 Channels, Recovery, Social Media 28/05/2013

18 hours - how a loaf of bread helped improve the customer experience

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Communication Channels, Social Media 18/04/2013 Communication Channels, Social Media 18/04/2013

'Got a problem? Get Tweeting!' - the story of a fresh cream eclair without the cream!!

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Communication Channels, CX Professionals, CX Strategy, Social Media 14/10/2012 Communication Channels, CX Professionals, CX Strategy, Social Media 14/10/2012

Woah there tiger!! Beware what and how you react to social media

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