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Mark Gregory

Niki I agree with your conclusions here. In my business we use a shoe as a metaphor for the customer experience as only the wearer knows where the shoe pinches. If only organisations large and small were to stand in their customer's shoes and see where it pinches they'd realise just how off the mark their customer experiences are.

Customers may forget what you did, they may forget what you said word for word but they rarely forget how you made them feel.

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