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Best Practice/Case Studies

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Best practice

Doing what’s right for the customer is often an article of faith

Recently, I was listening to an interview with Jeff Bezos,...

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Best practice

Customer retention: Increase customer switching costs by doing something that is low revenue, constant but difficult to replace for the clients

This is the ninth in a series of interviews with...

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Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva

By Adrian SwinscoeJune 17, 2020

Best practice

Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars

Following on from my recent interview, True customer engagement is...

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Best practice

The Age of the Customer – Interview with Kerry Bodine about her new book Outside In

Following on from my recent interview, Retailers and their customers...

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