Thought Leadership

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

03/05/2016 03/05/2016

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

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Mystery Shopping Programmes – great in reality or just in theory?

28/01/2016 28/01/2016

Mystery Shopping Programmes – great in reality or just in theory?

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‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal!

06/07/2015 06/07/2015

‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal!

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Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

11/02/2015 11/02/2015

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

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Pride, passion and process - three components that drive McDonald's

20/06/2014 20/06/2014

Pride, passion and process - three components that drive McDonald's

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McDonalds and the 100 year old woman - a story of customer empathy, kindness & caring

08/05/2014 08/05/2014

McDonalds and the 100 year old woman - a story of customer empathy, kindness & caring

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'Are you sure you want a big pizza?' - How children can be a significant part of your CX strategy

04/03/2013 04/03/2013

'Are you sure you want a big pizza?' - How children can be a significant part of your CX strategy

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27/12/2012 27/12/2012

I'll have free Wi-Fi with my Big Mac please! Are you giving customers a reason to keep coming back?

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