Customer retention and..., CX Strategy, Retail 22/07/2014 Customer retention and..., CX Strategy, Retail 22/07/2014

The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!

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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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Channels, Customer retention and..., CX Measurement 26/06/2014 Channels, Customer retention and..., CX Measurement 26/06/2014

The Net Promoter Score No No - Do not use NPS if it makes no sense to do so

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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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Customer retention and..., CX Professionals, CX Strategy, Travel 10/06/2014 Customer retention and..., CX Professionals, CX Strategy, Travel 10/06/2014

Customer Experience is Dead - The case for the defence (no it's not!)

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Customer Journeys, Customer retention and..., CX Strategy, People, Technology, Travel 30/05/2014 Customer Journeys, Customer retention and..., CX Strategy, People, Technology, Travel 30/05/2014

Customer Experience is Dead - the case for the prosecution!

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Customer retention and..., People 08/05/2014 Customer retention and..., People 08/05/2014

McDonalds and the 100 year old woman - a story of customer empathy, kindness & caring

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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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Customer Journeys, Customer retention and..., People, Travel 11/04/2014 Customer Journeys, Customer retention and..., People, Travel 11/04/2014

Common Sense - the not so magic 'customer experience' ingredient

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Customer Journeys, Customer retention and..., Retail 17/03/2014 Customer Journeys, Customer retention and..., Retail 17/03/2014

Guilty before proven innocent - how not to treat your loyal customers

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Customer Journeys, Customer retention and..., CX Measurement, Travel 10/03/2014 Customer Journeys, Customer retention and..., CX Measurement, Travel 10/03/2014

Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important

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Customer retention and..., Retail 28/01/2014 Customer retention and..., Retail 28/01/2014

Do you love Aldi? What other brands could learn from the Aldi experience

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Customer Journeys, Customer retention and..., People, Recovery 17/12/2013 Customer Journeys, Customer retention and..., People, Recovery 17/12/2013

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

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Customer Journeys, Customer retention and..., Retail 05/12/2013 Customer Journeys, Customer retention and..., Retail 05/12/2013

Customer experience is for life, not just for Christmas!

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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 Journeys, Customer retention and... 23/10/2013 Customer Journeys, Customer retention and... 23/10/2013

Customer Service or Customer Experience? What exactly does customer experience mean?

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Customer retention and... 14/10/2013 Customer retention and... 14/10/2013

Customer Effort - it's like pulling teeth!

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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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