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Can technology alone develop relationships?

Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...

Never mind the score, focus on the actions

When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

No business is too small to think about Customer Experience

If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

Do all your staff know how they affect customer outcomes?

One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...