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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
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Bridging the Brand Experience Gap
How to align brand promise and customer experience for business success
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How your contribution can make a difference
Would you like to be part of oncology - medical research in Australia?
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Mind the gap: Why what a brand promises and what it delivers matter
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
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Mystery Shopping in the Luxury Industry
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
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How Mystery Shopping Drives Better Automotive CX Performance
Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?