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Expectations versus reality

In this short video, Chris Wilkie will look at the expectations versus the reality of customer feedback and reviews and how this impacts on your customer experience.

Workbook: Activity 2

Now you know a little more about the customer journey you are going to add extra detail to the customer journey you began in Activity 1. Consider the two distinct …

Workbook: How to create a customer persona

These pages include essential information about how to create a customer persona, the sorts of questions you may need to answer and a case study. Click to enlarge The workbook …