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Telco Customer Service – Oxymoron
With all the great case studies and conferences on Customer Experience you would think that most of the major consumer…
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#CXfail You couldn’t make this up
A genuine post from a friend on Facebook. It’s a sad reflection of business nowadays is that…
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Small businesses deserve great processes
The issue for small businesses is: at what point do you move from heroic actions by…
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“The Process” movie: could be a blockbuster
Stage plays entertained kings and queens throughout the ages – and anyone else wealthy enough. Think…
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Customer Experience = Customer Expectations
Sometimes delivering a better customer experience is all about changing the customer’s expectations about what they…
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Your customers hate it, your staff hate it
Non value demand You make your customers do something that has no real value for them.…
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Silicon-based life forms & customer service
Recently my iMod – an iPod with internal electronics replaced with Hi-Fi components – stopped working.…
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Customer Service is either black or white
Are your customers and staff fighting poorly thought through processes and systems? It is time to…
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Best complaints letter…..ever
This is a complaints letter to Ryan Air, a low cost, no-frills carrier in Ireland. It…
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Loyalty101 – a master class from Ferrari
For years I have collected miles with a few different airlines but managed to fly only…
CX
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