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 retention and..., CX Professionals, CX Strategy 17/02/2015 Customer retention and..., CX Professionals, CX Strategy 17/02/2015

Opinion or Reality? Does Customer Experience really make a difference?

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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 retention and... 22/12/2014 Customer retention and... 22/12/2014

Loyalty Schemes: do they really work?

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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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Communication Channels, Customer retention and..., Retail 09/12/2014 Communication Channels, Customer retention and..., Retail 09/12/2014

'Happy Birthday Mr Glodnig'!! How NOT to create a good impression with customers!

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Customer retention and..., CX Strategy 03/12/2014 Customer retention and..., CX Strategy 03/12/2014

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?

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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 retention and..., Travel 18/11/2014 Customer retention and..., Travel 18/11/2014

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

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Customer retention and..., CX Professionals, CX Strategy, Travel 13/11/2014 Customer retention and..., CX Professionals, CX Strategy, Travel 13/11/2014

Ryanair - the brand we can now learn to love

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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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Customer retention and..., CX Strategy, Retail 24/10/2014 Customer retention and..., CX Strategy, Retail 24/10/2014

Shareholder or Customer First? The difference between Tesco and Amazon

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Customer retention and..., CX Measurement 21/10/2014 Customer retention and..., CX Measurement 21/10/2014

'Customer excellence is here: it’s just not very evenly distributed yet'. The Nunwood 2014 UK Customer Experience Excellence Report

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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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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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Customer retention and... 01/08/2014 Customer retention and... 01/08/2014

'Without customers you would not exist' - an open letter to all CEOs on behalf of customers everywhere

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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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