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	<title>Simon Lilly&#039;s Blog &#187; customer service</title>
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		<title>Surprise and delight your customers to boost your conversion rate</title>
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		<pubDate>Sat, 23 Oct 2010 17:21:08 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[E-Commerce]]></category>
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		<description><![CDATA[Whilst a lot of advice surrounding boosting your conversion rate focuses around on-site recommendations, it’s always worth following the customer’s journey &#8211; from beginning to end, to get full visibility of the customer experience. You might have the perfect checkout flow from registration through to payment confirmation, but what does the customer experience when their ...]]></description>
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		<title>Review: Delivering Happiness by Tony Hsieh (CEO, Zappos.com)</title>
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		<pubDate>Mon, 07 Jun 2010 08:00:32 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Web Thoughts]]></category>
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		<description><![CDATA[Over 244 pages Tony Hsieh, CEO of the world famous Zappos.com brand provides a wonderful insight into what made him the &#8216;hip, iconoclastic&#8217; and inspirational CEO that he is today. When was the last time a book left you with a inspirational thought or idea after every section you read? This book not only delivers ...]]></description>
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		<title>Exceeding expectations &#8211; Zappos.com</title>
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		<pubDate>Sat, 07 Feb 2009 07:53:23 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Web Thoughts]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[ecommerce]]></category>

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		<description><![CDATA[Sometimes you hear about a concept that sounds to good to be true and I thought that was the case with the Zappos.com Culture Book. Fortunately after a little bit of Googling I found a blog post from a guy that had managed to get hold of a copy. He sang fantastic praise about the ...]]></description>
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