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How companies need to think

Many companies consider themselves outward-focusing, but are they best-placed to even do that?” In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the link between organization structure and the customer experience

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Customer feedback

Asking your customers for feedback about your product or service can be a tricky thing. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the challenges of asking for feedback too soon, or too late.

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Customer loyalty

Do loyalty schemes really work? In this lesson, customer service and experience strategist, Adrian Swinscoe, challenges just how successful loyalty cards are in retaining and growing customers

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Enabling customers to help each other

When you are in the market to make a purchase, who are you inclined to believe the most – fellow shoppers or the seller’s hype? Adrian Swinscoe explains how some suppliers are turning their customers into advocates – with phenomenal results.

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Paying for customer service

Is being the cheapest the surest route to success? In this lesson, customer service and experience strategist, Adrian Swinscoe, explains why people are prepared to pay for customer service.

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Nature abhors a vacuum

Never keep your customer in the dark, even if you think you have nothing to tell them. In this lesson, customer service and experience strategist, Adrian Swinscoe, explains how important it is that your customers hear from you.

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Customer engagement

In your effort to improve your service or product, when was the last time you asked your customers to help? In this lesson, customer service and experience strategist, Adrian Swinscoe, explains that to really engage customers, you need to be willing to fail.

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Values and Value Added

Customers are becoming more conscious about what they buy and why they buy. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses changes in the way people are looking to align themselves with things that make sense for them.