We've published issue #94 of Quality Times, our newsletter about customer experience and customer feedback programs.
This month, rather than doing the usual thing of writing about the industry trends for the new year, I wrote about the Non-Trends. These are the basic truths of Customer Experience work which were true last year, will be true this year, and will still be true in 2017. Most of these are much more important than the hot trends for 2016.
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