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Customer Experience Management Methodology & Tool-Kit

Customer Experience Management Methodology & Tool-Kit

We have partnered up with Diane Magers, a customer experience management

CJM Importance in 2015

CJM Importance in 2015

Customer Journey Mapping has become my recent obesession and rightly so as we move into 2015 and I realize day after day how just how competitive t

Customer Experience Management Tool-Kit

Customer Experience Management Tool-Kit

We are planning a new consulting methodology and tool-kit around Customer Experience Management.

Customer Journey Mapping

Customer Journey Mapping

WIth the development of our Customer Experience Management (CEM) methodology & tool-kit in development, a lot of our focus recently has been on

Ryan Air Makes Customer Service Improvements

Ryan Air Makes Customer Service Improvements

Bloomberg reports how Ryan Air is continuing to ‘adjust practices that had become synonymous with the airline’s notoriously abrasive style’.  Today

Tesco chairman says customer experience is paramount after...

Tesco chairman says customer experience is paramount after...

When the power of social media impacts the boardroom.  Here's the story...

5 Ways to Build a Great Business Reputation

5 Ways to Build a Great Business Reputation

Bottom line: exceptional customer experiences make your reputation a good one.

4 Tips to Improve Customer Service

4 Tips to Improve Customer Service

Many companies don’t give enough of their time and money to customer service, which I think is a huge mistake.

CRM Methodology & Tool-Kit

CRM Methodology & Tool-Kit

We are just about to dive into building a CRM methodology and tool-kit. If anyone would like to contribute ideas, tools, approaches, etc.