Customer retention and..., CX Measurement, CX Professionals, CX Strategy 19/11/2013 Customer retention and..., CX Measurement, CX Professionals, CX Strategy 19/11/2013

What irritates customers most? The top five irritations revealed!

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Customer Journeys, Customer retention and..., CX Strategy 14/11/2013 Customer Journeys, Customer retention and..., CX Strategy 14/11/2013

Customer Promises - a great thing...if you really mean it!

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Customer retention and..., CX Measurement, CX Professionals, CX Strategy 06/11/2013 Customer retention and..., CX Measurement, CX Professionals, CX Strategy 06/11/2013

What do customers really want? The top five most important things revealed

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Customer retention and..., CX Strategy 19/09/2013 Customer retention and..., CX Strategy 19/09/2013

'If we close our eyes, they may go away!' How bad must things get for a company to listen to its customers?

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Customer Journeys, Customer retention and..., CX Strategy 07/08/2013 Customer Journeys, Customer retention and..., CX Strategy 07/08/2013

Buying shoes online or buying a car - which is the better customer experience?

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CX Strategy, People 25/07/2013 CX Strategy, People 25/07/2013

'The managers promise' - what do you commit to doing for your people?

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Customer Journeys, Customer retention and..., CX Strategy 03/07/2013 Customer Journeys, Customer retention and..., CX Strategy 03/07/2013

Restaurant, drinking house, play centre or social club - just what makes a good British pub?

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CX Professionals, CX Strategy 24/06/2013 CX Professionals, CX Strategy 24/06/2013

Are you really ready? The Customer Experience Readiness Scale

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Customer Journeys, Customer retention and..., CX Strategy, People 06/06/2013 Customer Journeys, Customer retention and..., CX Strategy, People 06/06/2013

‘I have an idea – lets outsource customer services’ - Could the quest for cost savings damage the customer experience?

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Customer Journeys, Customer retention and..., CX Strategy, People 17/05/2013 Customer Journeys, Customer retention and..., CX Strategy, People 17/05/2013

'Mind the Gap' - Is the London Underground the greatest ever customer experience innovation?

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CX Strategy, Retail 15/04/2013 CX Strategy, Retail 15/04/2013

'Its simple - I just give my customers what they need and they keep coming back!'

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Customer Journeys, CX Measurement, CX Professionals, CX Strategy 26/03/2013 Customer Journeys, CX Measurement, CX Professionals, CX Strategy 26/03/2013

STRATEGY - MEASUREMENT - PEOPLE: a simple framework for managing customer experience

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Customer Journeys, Customer retention and..., CX Strategy 04/03/2013 Customer Journeys, Customer retention and..., CX Strategy 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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CX Professionals, CX Strategy 22/01/2013 CX Professionals, CX Strategy 22/01/2013

Learn to walk before you start running! - do not bite off more than you can chew in your CX programme

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Communication Channels, CX Strategy, People 21/01/2013 Communication Channels, CX Strategy, People 21/01/2013

'I cannot get in, its snowing too hard' - 'I could have worked from home though'

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Customer Journeys, CX Strategy 27/12/2012 Customer Journeys, CX Strategy 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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Customer retention and..., CX Strategy 04/12/2012 Customer retention and..., CX Strategy 04/12/2012

Who cares about ethics - Starbucks do now!! Never underestimate the power of consumer opinion

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Customer retention and..., CX Strategy 12/11/2012 Customer retention and..., CX Strategy 12/11/2012

No one likes us....they don't care!! What do we really think about our bank?

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CX Strategy, Retail 06/11/2012 CX Strategy, Retail 06/11/2012

Pants! What is wrong with Marks & Spencer?

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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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