CX Professionals, CX Training 11/03/2015 CX Professionals, CX Training 11/03/2015

Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

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Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015 Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015

The customer is not always right.....BUT be careful how you respond when you think they are not!

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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 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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CX Professionals, People 11/02/2015 CX Professionals, People 11/02/2015

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

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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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CX Professionals 26/01/2015 CX Professionals 26/01/2015

Earning authority as a Customer Experience Professional - the importance of professional development

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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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CX Measurement, CX Professionals, CX Strategy, People 05/01/2015 CX Measurement, CX Professionals, CX Strategy, People 05/01/2015

Dare to be Different - The 'Dignity in Diversity' of Customer Experience

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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 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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28/11/2014 28/11/2014

Who will be the next 'United Breaks Guitars'? Don't let it be you!

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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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