2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)
Maz Iqbal
OCTOBER 16, 2014
For most brands, trying to improve performance simply by emulating John Lewis or First Direct can be counterproductive. Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. Here’s what they write (bolding mine). Given this what is it that the authors advise?
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