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Data, Trust and Customer Experience

“Scams expected to hit customers hard after eBay data breach” (USA Today) “Sony PlayStation suffers massive data breach.” (Reuters) Data losses cost - big time.  Headlines like those above have a huge financi...
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One winged butterflies don’t fly.

It is said that a butterfly flapping its wings in Brazil may start a tornado in Texas. Edward Lornez’s description of the unseen consequences implicit in chaos theory holds true for those concerned with buildin...
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Surveys: When less is more

I started a feedback company because I am a great believer in the power of the customer's voice to improve business performance.  You might find it surprising therefore, both from a philosophical and sales pers...

Innovation: It's all about permeation!

Before you start to read this article, take a break and make yourself a cup of tea. No, not by pushing buttons on a machine; make a proper cuppa and watch as the flavour and colour slowly seep out from tea bag...