Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, People, Retail, Travel, CX Training 01/07/2015 Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, People, Retail, Travel, CX Training 01/07/2015

The wonderful sound of Customer Experience: Tales from South Africa

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Customer Journeys, Customer retention and..., Social Media, Travel 15/06/2015 Customer Journeys, Customer retention and..., Social Media, Travel 15/06/2015

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

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Customer Journeys, Customer retention and..., CX Measurement, CX Strategy, Recovery 20/05/2015 Customer Journeys, Customer retention and..., CX Measurement, CX Strategy, Recovery 20/05/2015

Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3!

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Channels, Customer Journeys, CX Strategy, Retail, Technology 17/03/2015 Channels, Customer Journeys, CX Strategy, Retail, Technology 17/03/2015

Shopper Centricity: re-designing the high street store customer experience

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Customer Journeys, Customer retention and..., Recovery, Travel 25/02/2015 Customer Journeys, Customer retention and..., Recovery, Travel 25/02/2015

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

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Customer Journeys, Customer retention and..., CX Strategy, Retail, Travel 04/02/2015 Customer Journeys, Customer retention and..., CX Strategy, Retail, Travel 04/02/2015

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams

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Channels, Customer Journeys, Customer retention and..., Retail, Social Media 14/01/2015 Channels, Customer Journeys, Customer retention and..., Retail, Social Media 14/01/2015

Falling out of love with John Lewis - even the best find it tough to deliver consistently good customer experiences

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Customer Journeys, CX Professionals, CX Strategy 30/12/2014 Customer Journeys, CX Professionals, CX Strategy 30/12/2014

'Sweeping the steps of Customer Experience in 2014' - out with the old and in with the new for 2015

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Customer Journeys, Customer retention and..., Recovery, Travel 17/12/2014 Customer Journeys, Customer retention and..., Recovery, Travel 17/12/2014

What happens if your company overreacts? Your customers exert unnecessary effort!

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Channels, Communication Channels, Customer Journeys, Customer retention and..., Social Media, Technology 25/11/2014 Channels, Communication Channels, Customer Journeys, Customer retention and..., Social Media, Technology 25/11/2014

The big 'Wi-Fi' conundrum: a way to make money or a way to give customers what they need?

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Customer Journeys, Customer retention and..., Recovery 10/11/2014 Customer Journeys, Customer retention and..., Recovery 10/11/2014

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

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Customer Journeys, Customer retention and..., CX Strategy 04/11/2014 Customer Journeys, Customer retention and..., CX Strategy 04/11/2014

A circle unending complete and unbroken: the Customer Experience 'wedding ring'

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Channels, Customer Journeys, Retail 31/10/2014 Channels, Customer Journeys, Retail 31/10/2014

1914 Vs 2014: When was the best time to be a customer?

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Customer Journeys, Customer retention and..., Recovery 16/10/2014 Customer Journeys, Customer retention and..., Recovery 16/10/2014

Customer Effort - it's real meaning through real stories (Vauxhall might want to read this!)

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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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Customer Journeys, People, Travel 01/09/2014 Customer Journeys, People, Travel 01/09/2014

The simplicity of a smile - it's great for you and your customers!

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Customer Journeys, CX Strategy, Retail 14/08/2014 Customer Journeys, CX Strategy, Retail 14/08/2014

‘More than just the product’ – the evolution from product centric to customer centric

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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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Customer Journeys, CX Professionals, People, Recovery, Retail 03/07/2014 Customer Journeys, CX Professionals, People, Recovery, Retail 03/07/2014

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

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Customer Journeys, Customer retention and..., Recovery, Retail 01/07/2014 Customer Journeys, Customer retention and..., Recovery, Retail 01/07/2014

Our policy says... - Why sticking to the rules can lose you customers

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