Channels, Communication Channels, Customer retention and..., Recovery, Social Media, Travel 19/09/2014 Channels, Communication Channels, Customer retention and..., Recovery, Social Media, Travel 19/09/2014

Customer Empathy - ignore it at your peril!

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Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 08/09/2014 Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 08/09/2014

The magic of Disney - now that's what I call a Customer Experience!

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Channels, Communication Channels, Customer retention and..., CX Measurement, Travel 29/07/2014 Channels, Communication Channels, Customer retention and..., CX Measurement, Travel 29/07/2014

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

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Communication Channels, Customer Journeys, CX Strategy, People 15/07/2014 Communication Channels, Customer Journeys, CX Strategy, People 15/07/2014

Acknowledge, Apologise, Address - the 3 A's of dealing with mistakes!

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Communication Channels, Customer Journeys, Customer retention and... 16/06/2014 Communication Channels, Customer Journeys, Customer retention and... 16/06/2014

Don't be afraid to talk to customers! My number 1 Customer Experience leadership tip!

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Communication Channels, Customer Journeys, Customer retention and..., Retail 29/04/2014 Communication Channels, Customer Journeys, Customer retention and..., Retail 29/04/2014

John Lewis's greatest challenge - the omni channel customer experience!

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Communication Channels, Customer Journeys 12/02/2014 Communication Channels, Customer Journeys 12/02/2014

Excuses, excuses - why justifying and defending are customer experience cardinal sins!

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Communication Channels, Customer Journeys, Social Media, Technology 08/10/2013 Communication Channels, Customer Journeys, Social Media, Technology 08/10/2013

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

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Communication Channels, Customer retention and... 09/05/2013 Communication Channels, Customer retention and... 09/05/2013

'What do you mean they're dead?!' Why communication is such a critical part of the customer experience

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Communication Channels, Social Media 18/04/2013 Communication Channels, Social Media 18/04/2013

'Got a problem? Get Tweeting!' - the story of a fresh cream eclair without the cream!!

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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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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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Channels, Communication Channels 12/09/2012 Channels, Communication Channels 12/09/2012

KILLING EMAIL – Are organisations right to want to eliminate email as a customer communication channel?

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