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 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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CX Professionals 06/10/2014 CX Professionals 06/10/2014

The secret diary of a Customer Experience Professional (aged 41 & 3/4)

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CX Professionals, CX Strategy 30/09/2014 CX Professionals, CX Strategy 30/09/2014

Belief, Growth and Sustainability - my perspective on the 2014 UK Customer Experience Awards

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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 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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CX Strategy, People 20/08/2014 CX Strategy, People 20/08/2014

'Thank You'! The two most important 'Customer Experience' words of all

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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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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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CX Professionals, CX Strategy, People 24/07/2014 CX Professionals, CX Strategy, People 24/07/2014

Money Makes the World Go Around…No It Doesn’t – People Do!

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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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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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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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Customer Journeys, CX Professionals, CX Strategy, People 20/06/2014 Customer Journeys, CX Professionals, CX Strategy, People 20/06/2014

Pride, passion and process - three components that drive McDonald's

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