Customer Touchstone
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All posts by Steve

Customer Experience – Washing Machine Blues

Excellent customer service is not the same as an excellent customer experience. You can have a great customer service but customer experience reflects the whole journey and may leave your customers feeling

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Customer Experience is Tested – Short Video

Our dear and quite new LG F12U1TCN4 washing machine which got written off after only 7 months – despite a 5 year extended warranty. Full text story here Customer Experience Washing Machine Blues; A

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Ideas and Strategies for Business Innovation

To some people, business innovation appears hard to deliver. Whether that would include you is unknown to me because we’ve probably never met. Even if we have met, what chance is there that we would

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Are Your Employees Disengaged

Do you believe your employees are engaged? If you do, I wonder whether your perception about your employees is slightly at odds with the reality? Based on my own research, people, and that would include

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Your Customers Experience and the Ten Principles

Towards the bottom of this article you will find the 10 Principle to focus on for great customer experience. Don’t Pay Attention to Your Customer Experience! And observe what happens as your business

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Analyse Your Current Business Circumstances

Let’s assume you have a business vision and some sort of goal or outcome for your organisation. What else do you need before moving forward with your project action plan? Your Current Situation I

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Creating Your Business Vision

This article about creating your business vision is a summary only. Some things need to be expanded and will be expanded over time. My hope is that you will learn something which you could start to apply

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“Vision without execution is hallucination.” Thomas Edison

Your Business Vision I sometimes wonder whether the world of business has or is becoming like the world of politics. Politics has become devoid of vision and so people feel as though there is no leadership.

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How May I Help You?

There may be dozens of ways I could help you but making  statements like that are  bound to be and should be challenged. In truth, what I could do is only really determined in an open discussion. I’m

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Learn Scrivener Fast – Customer Experience Written Report

I’ve done two version of this report, this is the written/text version. If you prefer you can watch and listen to a video report instead which is available here; Learn Scrivener Fast Video Report. As

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