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RACQ is the top Australian brand in CX survey

Local bank and insurance brands lead the way in customer excellence. KPMG’s Customer Experience Excellence Report shows that six of the top 10 local CX brands are in the banking and insurance sector, but none are the big 4. On the back of a series…

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Why you should engage with your harshest critics

The power of listening: Transforming brand critics into advocates One of my clients, Sally, called me yesterday to tell me that she had received some negative feedback about her brand imagery. The complaint came in the form of a harshly worded hand written note and…

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