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customer experience
Tim Wade
  • By Tim Wade
  • Jun 09 2016

What next for Sports Direct?

Thoughts on business culture

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much.

Malcolm Ross
  • By Malcolm Ross
  • Jun 06 2016

Don’t Hold Back the Hallmark

Differentiation through 'hallmark' touchpoints

Last month saw the announcement that train operators will phase out the 150 year-old tradition of clipping tickets, because inspectors are suffering wrist and repetitive strain injuries. And with new technology allowing many passengers to use their smart device to present their tickets, the decision may not have been a difficult one for train companies.