Service Recovery vs. ‘Right First Time’ – Which is better?
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Inertia should never been mistaken for loyalty
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Was Blumenthal Wrong?
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Friends and Family Test – Will NPS® work for the NHS?
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Did Mary Portas get it wrong? Could good Customer Service result in a bad Customer Experience?…
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Wowing customers – really?
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Customer Experience Management – The O2 Way
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Customer Experience – More Than Service
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My Olympic Experience at London 2012
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Customer Centricity – Alive and Kicking?
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