Mark Bailey
How to destroy years of investment in your brand in one foul swoop!
If your not serious about Customer Experience Management or are pretending because it's the latest trend – don’t do it. A great case study. Scenario: After being a foundation customer and using Menulog since its inception, purchasing at least weekly. They launched a new website and mobile application, clearly this was not robustly tested both from a functionality and UX (user experience) point of view. Worst still it seems that marketing and technology did not work together a
