Trust is one of the most important attributes of a brand. We will forgive one error, or maybe two.

Getting close to the customer is known in the trade as “eating our own dog food”.

Human beings like to play and when a manufacturer builds in a playful distraction, it makes the brand just that little bit more interesting.

We think the majority of customer facing staff are not trained or accredited for their skills.

Last week we reported on customer service in a cafe that didn't allow the staff any discretion. This week we would like to balance this.

What sort of person recruits somebody to do a job and then doesn’t trust them to do it?

Companies have one thing in common – they treat their business as a stage and are meticulous in delivering a brilliant show - every day

IT departments can be a law to themselves when it comes to setting rules for security. Passwords are an issue.

Say hello to earned growth rate. We will hear more about it if we can find a way to distinguish between earned and bought customers

Too many options mean there is too much to take in

There are some benefits of great customer experience culture within B2B companies that aren’t often discussed.

Great experiences can have a cost and it would be a sad world if Scrooge's disposition spills into our world of customer experience.

Packaging machinery companies used to think their offer was to make more reliable, faster and cheaper machines. No longer.

Why do people queue? They must really believe they will enjoy a great customer experience.

There are some things in business that are an act of faith and should be there at all costs

Marketers are very familiar with boosterism although they have never used this word to describe their promotions.

Who is the most important person in your company when it comes to customer experience?

It seems that most of us are hardwired to mirror the behaviour that we receive.

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.