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Articles written by the directors of Customer 1st

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Driving Innovation to Retain Competitive Advantage

I have spoken before about moments of truth and how critical they are to the customer's journey within your organisation, but my question today is, where does service innovation begin? I believe that customers have expectations of your organisation and the products and services that you supply, and so we need, if possible, to tap into their thoughts. What sorts of service improvements do customers anticipate? I remember a... read more