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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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The Top 10 Issues for Marketing in Connected Life
No matter how early in your day that you read this, you’ve added to your digital shadow. To say that our modern lives are defined by the interconnectedness of data and people is like saying we’re all connected by the air that we breathe.