Thought Leadership

The customer conniption! Identifying the 'final straw' moment

09/02/2018 09/02/2018

The customer conniption! Identifying the 'final straw' moment

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

12/01/2018 12/01/2018

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

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18/07/2016 18/07/2016

How to spectacularly fail your customers and damage your brand – by British Airways

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Customer Experience Sustainability: don't let your CX house fall down!

13/07/2016 13/07/2016

Customer Experience Sustainability: don't let your CX house fall down!

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Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

18/11/2014 18/11/2014

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

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'Without customers you would not exist' - an open letter to all CEOs on behalf of customers everywhere

01/08/2014 01/08/2014

'Without customers you would not exist' - an open letter to all CEOs on behalf of customers everywhere

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'Could you care less?' Why 'caring' is essential if you want to deliver great customer experiences

17/12/2013 17/12/2013

'Could you care less?' Why 'caring' is essential if you want to deliver great customer experiences

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

08/10/2013 08/10/2013

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

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If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832.

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