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The impact of the dehumanization of customer service on employees, customers and businesses

The Mystery of Mystery Shopping: Part One

Why attitude, culture and listening to frontline staff will beat covert monitoring every time Matt Lynch, partner, Insight Exchange LLP

How to Get the Best out of Your Customer Service

Matt Lynch explains why allowing your customer service teams to be themselves and provide an authentic service is the key to winning customer service.

Becoming Customer-Centric

Over the last 20 years it is true that most businesses have become more customer-focused. But for most it has been the same focus that the flat earthers had on the sun: aware that it rises every day and sets every evening, but blind to the idea that their world revolves around it.

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