Tag Archives: journey

Where does the customer experience begin and end?

Once upon a time, customer service was a post-sales function. The sales team sold a product and customer service would follow up, answering queries or handling complaints. This was a simple world, but consider how different life is today. Let’s … Continue reading

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Taking customers on a journey

The speed of change in the way we communicate with each other and the  organisations around us has meant a significant shift away from the traditional focus on ‘Customer Service’ and the embracing of an overall ‘Customer Experience’. Customers don’t think … Continue reading

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