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Customer Behaviours – Evolution or Watershed?


This pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how organisations should respond. Each new research brings The Institute’s independent, expert perspective to the key strategic issues affecting customer service.

? Download the research report to discover the evolution of customer behaviours

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Key themes of the research include:

  • How have customer behaviours changed in the last 2 years?
  • How do changes in customer behaviour manifest themselves in customers’ interactions and relationships with organisations?
  • Are there customer segments that can be defined around key behaviours?
  • What should organisations do to respond effectively to the changes in customer behaviour?

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