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Case Study - A Quick Recovery From Customer Service Breakdowns
RAC give an insight into their complaint handling system
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A Great Customer Experience......... Through The Customers' Eyes
How to achieve high levels of loyalty by consistently getting the basics right
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Doing Best What Matters Most
Time spent delivering unparallelled customer service is never time wasted
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Leaders in London
Martin Donohoe reports back from Europe's premier leadership conference
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I'll have the same again please
Why consistency matters
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UKCSI - Wave 2 Results
Stephen Hampshire looks at the second wave of results from the UKCSI
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Fast Guide
Qualitative Research
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Book Review
Citizen Marketers - When People Are The Message - Ben McConnell & Jackie Huba
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