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Why Customers Leave Your Brand

PHOTO:
Mennie | unsplash
One of the biggest goals that I see companies set is reducing customer churn. Considering that itâs far cheaper to keep existing customers than to acquire new ones, the goal makes sense. Experience programs are powerful tools when it comes to reducing churn, but much like everything else having to do with experience improvement (XI), they require continuous effort and fine tuning if brands want to reduce churn.
You May Be Hearing, But Are You Listening?
Hearing your customers and listening to them are two different things. Itâs easy to set up a listening post on social media or another channel, but quite another to gather feedback, internalize it and put it toward transformative change. This also means truly listening to both solicited and unsolicited feedback, as well as both structured and unstructured data. ....

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Wesleyan Announces Its 2021 Honorary Degree Recipients

The date of Commencement was previously announced as May 30
th; however, given current pandemic conditions, the University is reviewing other options for the last week of May. The University is currently planning to hold the ceremony in-person on Wesleyan’s Middletown campus, though off-campus guests will be restricted to virtual attendance given the ongoing threat posed by the COVID-19 pandemic. More details about the ceremony and a definitive date for Commencement will be announced by the end of March.
Reginald Dwayne Betts, an award-winning poet, memoirist, and teacher, is this year’s commencement speaker. MacArthur-winning researcher, writer, and activist Catherine Coleman Flowers and Scott Gottlieb ’94, a physician and former commissioner of the Food and Drug Administration, also will be honored. The recipients were chosen on the basis of their significant contributions to the social, environmental, and public health of the United States. ....

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UK cruise ships scrapped in India's 'ship graveyard'

BBC News
By Kate West & Margot Gibbs
BBC News
image copyrightVIRAMDEVSINH GOHIL
image captionThe Marco Polo was built in the 1960s and was one of the world s last surviving ocean cruise liners
Two UK cruise ships have been scrapped on an Indian beach despite assurances they would continue to be operated.
Ships at the end of their lives are considered hazardous waste and it is illegal to send them to developing countries from the UK.
But months after being sold at auction to buyers outside the UK they were then sold on as scrap for double the price.
As they were set to be used for further trading when they left UK waters, their arrival in India does not break UK law. ....

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UK's expired cruise ships being scrapped in India: Report

UK's expired cruise ships being scrapped in India: Report
business-standard.com - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from business-standard.com Daily Mail and Mail on Sunday newspapers.

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New books, reports on environmental and climate justice » Yale Climate Connections

This month s bookshelf highlights writings illustrating the inconvenient truth that communities of color suffer most, and most severely, when disaster strikes.
The COVID-19 pandemic has confirmed again a fundamental truth about the Anthropocene: When disaster strikes, the vulnerable take the hardest punches. Communities of color have suffered much higher rates of infection, hospitalization, and mortality, both because they are disproportionately represented in frontline service positions and because their access to routine healthcare is more limited.
This pattern has long been observed in studies of environmental and climate justice, as the titles in this month’s bookshelf show. Vulnerable communities of color face more and more serious exposure to environmental hazards and have more limited access to economic, social, and political remedies. ....

Puerto Rico , United States , Lowndes County , Francois Jarrige , Vanice Dunn , Erica Priggen Wright , Thomas Le Roux , Harrieta Washington , Benjamin Gass , Randy Horowitz , Shalanda Baker , Brandon Derman , Brandon Derman Palgrave Macmillan , Katie Parrish , Julie Sze University Of California , Collaboration Strengthen The Environmental Justice Movement , Brown Co , Michael Mendez Yale University , Catherine Coleman Flowers New , Shalandah Baker Island , Energy Transition , Foundation Transparency , Lucas Channel Harvard University , Andy Horowitz Harvard University , Julie Sze , California Press ,