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11 Sep The importance of the user journey

The user journey is an important concept - it allows you to make value-driven decisions based on how consumers interact with your business. It has repeatedly proven that the benefits of retaining consumers are huge. Not only is it less expensive to retain a customer than to acquire one, but also by nurturing them throughout the customer journey, including post-purchase, you can increase their lifetime value, and create a brand advocate.
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09 Mar The KFC Chicken Shortage: A Masterclass in PR Crisis Communications?

In February of this year, chicken lovers across the country were left up in arms after scores of KFC outlets across the country closed their doors, leaving them unable to gain access to their favourite fast-food treats for almost a week. The reason? A chicken shortage, thanks to a fault in the supply chain - with an early and hiccup in their newly signed contract with renowned delivery firm DHL, plus a lack of contingency planning, turning out to be a recipe for disaster.
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