Blog | B2B customer experience

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Aug 1
3 min

Learnings from a burned teacake

A burned teacake is a great stimulus for discussing customer complaints

Jul 15
2 min

Things we remember

We remember disasters and little things. Make sure disasters don't happen and lace your offer with lots of lovely little things.

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Jul 1
3 min

Had any good recommendations recently?

The customer experience industry is pretty well centred on one question – “On a scale from 0 to 10 how likely are you to recommend this b...

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Jun 15
3 min

Chemicals that make customers happy

The brain is affected by chemicals which influence our moods. These chemicals can be released to improve the customer experience.

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Jun 1
2 min

A good salesperson results in good customer experience – or does it?

In theory, good customer experience should be closely connected to good sales performance. But is it?

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May 15
4 min

Lessons from governments handling of coronavirus

Transparency and truth are fundamental to trust in government policy. They are vital in ensuring great customer experience.

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May 1
3 min

Are small companies better at delivering great customer experience than big companies?

The coronavirus has created a situation that is testing customer commitment. People have long memories for when suppliers let them down.

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Apr 15
3 min

Penny pinching - your reputation isn’t worth it

Some companies have put their reputations on the line in an attempt to save a penny or two. What is it doing to their reputation?

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Apr 1
3 min

Dealing with unhappiness

The coronavirus has turned our world upside down. We explore unhappiness and how to deal with it personally and in business

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Mar 14
3 min

Would a green logo improve my customers’ experience?

We have innate preferences. Can these be used to drive customer satisfaction and improve customer experience. We explore.

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Mar 1
3 min

Lessons from Tesla

How does Tesla achieve a magical NPS of 97? They have a great product, great service and great brand. Don't kid yourself it is easy.

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Feb 14
3 min

Using segmentation to deliver better customer experience

Customers are different. Recognising these differences is crucial to delivering great customer experience. Segmentation is they key.

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Feb 1
3 min

The importance of emotions on the buying decision

Nick Hague was recently interviewed by James Rostance on The 414 Live programme. Nick spoke about the influence of emotions on business t...

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Jan 14
2 min

The consequences of poor CX

Customers forgive the occasional mistake but if your CX is consistently poor, customers will walk.

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Jan 1
3 min

Lessons on the road

We live in Manchester, or at least in its suburbs. A train service from the small town where we live links with the centre of Manchester....

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Dec 13, 2019
3 min

What have we learned?

Learnings for those of us in customer experience from the general election campaign.

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Dec 1, 2019
2 min

Getting to grips with technology and customer experience

Some lessons for those of us interested in customer experience from Sainsbury's experiment to introduce scan, pay and go technology.

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Nov 14, 2019
2 min

How to develop a customer experience strategy

Make sure you have a real strategy for your customer experience program by answering these three questions.

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Nov 1, 2019
2 min

It is not what you say, it is how you say it

What we say creates an immediate impact. It is not the content of what we say that is important - it is how we say it.

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Oct 14, 2019
2 min

Why is customer service so bloody hard?

We know we shouldn't swear, but it's true isn't it – customer service is bloody hard. We all know what makes good customer experience. We ha

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