Thought Leadership

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

17/10/2017 17/10/2017

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

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NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

15/09/2015 15/09/2015

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

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Customer Effort - it's real meaning through real stories (Vauxhall might want to read this!)

16/10/2014 16/10/2014

Customer Effort - it's real meaning through real stories (Vauxhall might want to read this!)

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Verified by Visa - security or stupidity? Are we unintentionally making customer experiences too inaccessible?

25/03/2014 25/03/2014

Verified by Visa - security or stupidity? Are we unintentionally making customer experiences too inaccessible?

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Customer Effort - it's like pulling teeth!

14/10/2013 14/10/2013

Customer Effort - it's like pulling teeth!

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