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🍳 What a full English teaches us about customer-led innovation

⛲️ 24 Hours in Water A&E

Bad Customer Experience is Expensive to Provide

🗳️ 24 hours left to vote - and a bonus article on The Feedback Epidemic

Mythbusting: Why Customers Still Love to Use the Telephone 📞

Planes, Trains, and a man called Justin

Case Study: Uber - a Customer-Led Conundrum

Extra: Building Your Career is Not Your Career

Finding the Balance: When technology and humanity collide

The Vision Vacuum

In Defence of NPS 📈

Case Study: The Secretly Disappointed

Honest Burgers: What Happened Next 🍔

Mind The Gap

In Defence of Friction

Deliverude: What happens when organisations just say no.

Extra: The Alice in Wonderland Guide to Career Planning

VW, Banks, and the Real Customer Loyalty

McDonald's, Arsenal, and the challenge of Human Automation

Extra: The Problem With Working From Home

Complaints Handling Case Study

A new book and some shocking statistics

All Tied Up 🎀

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