competitive advantage Tag

04 Jun Amy’s Ice Creams Customer Experience – Now That’s Cool!

Creating 'remarkable' customer experiences can be a key ingredient of competitive advantage! By personalising the customer experience, making customers feel valued, and 'delighting' them it gets them telling other people! Here's an example of a business that has built this completely in to the way it looks after its...

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11 May Making The Customer Experience Work Through ‘Mass Personalisation’!

Giving customers what they want, when they want it, and how they want it is a fundamental principle of great customer service. Finding ways of doing that has long been a source of ‘competitive advantage’ for many small and ‘local’ businesses over the years. They provide individual care...

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19 Feb Thinking In 3D With Customer Delight In Wonderful Warsaw!

Dzien Dobry! Really enjoyed presenting ‘Think In 3D’ at the Kongres Sprzedaz conference in Warsaw this morning. It was great to meet so many nice people, and particularly to hear so many good contributions to the session! Thanks for coming along and thanks for your contributions and feedback. I...

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31 Oct Are You ‘Trick’ Or ‘Treating’ Your Customers? Some Scary Customer Service Statistics For This Halloween!

70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service! How 'shocking' is that? It's just one 'scary' statistic on this Halloween from a new report produced by Oracle. Their 2012 CX Index Report ‘Why Customer Satisfaction is no longer...

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