Issue 9 May 2013
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In the current economic climate we need all the help we can get and participating in the UK Customer... -
Nando’s customers have tweeted the restaurant chain to the top of the leaderboard in the second UK Customer Experience... -
It’s hard to ignore the major impact social media is having across the globe. As of 2012, users were... -
Setting out to build a Voice of the Customer (VoC) programme sounds like a simple task, but with most...
Features
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Linking Tweets to Brand Performance
In November we wrote in CXM about the Cranfield Customer Management Forum (CCMF) and a...read more -
The New Point of Brand Differentiation
In an era when consumer products and services rapidly commoditize, the customer experience has become...read more -
The Customer Experience Continuum
Your customers’ perceptions and evaluations of customer experience often develop over a series of interaction,...read more -
Avoiding Confirmation Bias in Customer Surveys
Yesterday I read an article that instantly reminded me of my days as a student...read more
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