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customer experience
Shaun Smith
  • By Shaun Smith
  • May 23 2008

The ONE thing I learnt last week

Last week I chaired day two of the European Conference on Customer Management in London. There are always hundreds of memorable learning points flying around at an event that features the likes of Stephen Covey, Richard Branson, Ken Blanchard, Dan Pink and Fred Reichheld. But, one Uber learning point stood out for me. I was chatting with Lou Carbone of Experience Engineering and we agreed that there was a common thread that ran through many of the key-note presentations.

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Shaun Smith
  • By Shaun Smith
  • May 11 2008

The Sales pitch is dead. Time to re-invent selling

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