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1 Understand how and why people use your service by: mapping the end-to-end user journey of those who currently use your services via offline channels identifying what it is in the offline process that makes it more convenient for service users to continue to use your service this way identifying Read more…
If you’re looking for free online management principles then you might find the following 46 points useful. Act on customer feedback and behaviour – don’t simply collect and observe it. Be comprehensive and thorough, publishing all possible information that might be of help to the customer. Build a strong, centralised Read more…