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Values and Value Added
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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.

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What is the Dice Matrix model?
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Based on her book ‘Mind the Gap’, the Dice Matrix business model was developed by Susannah Schofield, who is an industry expert in Strategic selling through fact based business modelling. In this, the last lesson in the series, Susannah discusses the lessons she learned from 20 years with the Royal Mail and how the Dice Matrix model works in practice.

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How does technology influence business?
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Technology is changing the business environment and the way we relate to customers, suppliers, competitors. In this lesson, Susannah Schofield discusses how both customers and employees are living in a 24/7 world and beyond…

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Why do customers buy?
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Do you really know why customers stop buying from you? Do they send you an email telling you that they are going elsewhere and explain why? In this lesson; Susannah Schofield, discusses ways in which a company can ensure that it truly understands why people buy from it.

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How can I grow my business?
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All companies want to retain their customers and grow their customer base, so how can they use ‘insight’ to help them on that journey? In this lesson; Susannah Schofield explains that the clues are found in the looking at the right data and feedback, not necessarily, the loudest voice in the room.

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What do I do with my data?
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In this lesson; Susannah Schofield, author of ‘Mind the Gap’, discusses the importance of companies knowing what they need to measure and why.

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How do I get the best from my employees?
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In order for companies to deliver an excellent product or service, they need to make sure that the employees are aligned with the brand In this lesson; Susannah Schofield discusses how company’s must take employees into consideration and the warning signs for when things can go wrong.

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How do I meet customer expectations?
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One of the challenges that a lot of businesses have is aligning what they provide, with the perceptions that their customers actually have. In this lesson, Susannah Schofield, discusses the importance in having the two aligned.

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How companies need to think
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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