The curse of knowledge is when someone, well informed on a subject, doesn't appreciate customers' ignorance

We have grown so used to digital crap it has become the norm. It doesn’t mean that it is right.

What are Amazon's green credentials? Surely it doesn't make sense for a white van to deliver one small box with hair colour die, on its own,

One of our friends is a super complainer. When he has time to spare at an airport he relieves his boredom by wandering down to the BA desk

Digital communications are increasingly important in customer experience strategy. But they are not a cheap substitute.

Throw away the sign that says you won’t tolerate abuse towards your staff. It won’t be necessary for 99% of your customers

We don't need to do a survey to know that your customers want three things - a high quality product, at a low cost and they want it now!

One of the problems faced by customer experience managers is developing a strategy. It's tempting if you are a customer experience manager

It is ironic that the pandemic, which gave us more time than we wanted to do nothing, has inspired time-saving innovations that will enhance

Put yourself in your customer shoes. Only then is it possible to tell the bits that hurt.

Customer service isn’t rocket science, but it is hard work.

We wonder if somewhere there is an excuse book that is well thumbed by people on the front line.

We've written thousands of words on customer experience and to our shame, we've not discussed toilets. As you read this opening line you may

Buying online has been a real saviour during the pandemic. It has provided us with some great examples of good customer experience....

Colin Shaw started life in the corporate world with Mars and BT. He is a prolific author on the subject of customer experience. Amazon offer

A couple of weeks ago, Nick Hague interviewed Blake for the CX Masters Podcast Series hosted by B2B International.

It came as something of a surprise to us when we learned that The Ice Co, based out of Wakefield, West Yorkshire, had been awarded best SME

2020 has slipped away, thank goodness. One thing we have learned about the last year is that it is difficult to forecast events.

To achieve customer loyalty we must connect with their deepest and most profound needs

Unfriendly words aren’t the brainchild of a copywriter in the marketing department; they are from the hand of the company lawyer.