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Time for an injection: Inoculate customers!

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At time of writing this, I have never lost my baggage on a flight. 7-9-13. I have however come close to it on a Ryanair fl...

The customer comes first - if your employees are properly motivated!

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I was in the middle of observing the staff at a Waitrose supermarket in London. On Gloucester Road. That’s where I left yo...

Can disruptions and customer focus go hand-in-hand?

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A few months ago, I displayed some rather suspicious behavior in a number of carefully selected British supermarkets in Gr...

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Nicholas Vinther Skov
Principal Consultant

Nicholas provides fact-based consulting to his customers on improving the customer experience. With his never-ending drive, Nicholas seeks out, discovers and picks up on the latest trends within his field – and shares this knowledge with the world in this blog.

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