Thought Leadership

Customer unhappiness and how to create it. A masterclass by Emirates

19/03/2018 19/03/2018

Customer unhappiness and how to create it. A masterclass by Emirates

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Heart or head first? Which is more important in driving great Customer Experiences?

23/02/2016 23/02/2016

Heart or head first? Which is more important in driving great Customer Experiences?

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'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules!

04/08/2015 04/08/2015

'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules!

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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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'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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