But just because you can’t win the price war doesn’t mean you shouldn’t fight. My advice? Focus on the battle for customers' hearts and minds instead.Read more
You know you’ve nailed customer experience when Apple takes a leaf out of your book. I’m talking about The Ritz Carlton, of course.Read more
Clients’ emotions have a huge effect on customer experience and satisfaction, trust and even brand loyalty. It’s time to embrace them.Read more
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