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How just 12p nearly cost this business a customer – salutary tales about understanding the importanc

Updated: Oct 21, 2018

My first blog post was last week, it focused on the importance of a good customer experience from the outset and emphasised how even small things (in this case, 12 pence!) can tarnish the experience.

An excerpt can be found below, the full article is on Linked In.

I've been doing some research into the hidden costs of project management which led me to thinking about the hidden costs of a poor customer experience and what happens when process becomes king, trumping the customer experience.

Let me start by telling you about the experience had that I'm relating to.

I decided to start a trial of some software. Like so much software today, it's cloud based, there's a monthly subscription and I was given a one month free trial...

Continue reading on LinkedIn.


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