Measuring customer experience

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Organisations today talk a lot about delivering great customer experiences. In this lesson, business consultant and author Shaun Smith, explains how to go about it.

Video length: 6:24

On Purpose

Delivering a Branded Customer Experience People Love

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About Shaun Smith

Shaun Smith has been a leader in expanding management attention from the narrow focus on customer service to the wider, more strategic drive towards customer experience. He is the founder of Smith+co the leading UK based customer experience consultancy and is also co-author of five acclaimed business books, his most recent being, ‘On Purpose – delivering a branded customer experience people love’.
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