Lululemon has been a standout success in US retail over the last decade. But after a customer experience disaster that cost the firm millions, can the yoga brand recover? And what CX lessons can we learn from it?
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It's standard business practice to have a clear view of who your target customer is. But don't let that get in the way of how you handle your customer experience, as this case study shows.
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Customer experience (CX) dogma has drilled companies into engineering their products and services for consistency. But what about their people? Could or should firms ''dare to be different' and hire employees outside of their usual profile?
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CEX has been steadily gaining acceptance as an indicator of commercial profitability. But does a customer actually include a company's ethical behaviour in their assessment of personal experience? In this article, we explore the theory and reality, and come up with a bottom line of our own.
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