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Six business lessons relearned from the Pandemic
Why the pandemic response has many parallels to common business problems? The COVID crisis has been managed in different ways in most...
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Omni-Channel Best Service is No Service
Good ideas don’t lose their lustre It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which...
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Take the Hype out of Customer Experience Mantras
It sounds so easy At a recent Customer Experience Conference many of the “key notes” and exemplar speakers were from glamourous...