CX Blog2019-04-12T14:50:54+01:00

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Survival Tips for Stagnant Retailers

How long will WH Smith survive on a cheap chocolate model?
Shaun Smith | Aug 02 2018
WH Smith Staff at the till: “Would you like a bar of chocolate as well?” Customer: “No, I’d like you to stop wasting my time and sort your service out, because it’s a joke.”

Don’t Aim for the Moon

By |Jun 04 2018|

One of the biggest mistakes we see is when brands assume that they should differentiate on every part of their marketing mix. The challenge is to know which part of the experience they should focus on...
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