Blog | B2B customer experience

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Apr 1
3 min

Excuses, excuses, excuses

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

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Mar 15
2 min

Flushing out great customer experience

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

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Mar 1
3 min

Once bitten, twice shy

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

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Feb 15
3 min

The thoughts of Colin Shaw

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

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Feb 1
4 min

A look at the future of B2B CX

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

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Jan 15
2 min

How to turn a commodity into a great customer experience

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

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Jan 1
3 min

Customer Experience in 2021

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

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Dec 15, 2020
2 min

Logic v emotion in decision making

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

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Dec 1, 2020
2 min

Softening the legal eagles

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

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Nov 15, 2020
3 min

How do you make a difficult offer appealing?

Everyone reading this blog will have had thoughts about the American election. What struck us as interesting in the Trump-Biden contest...

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Nov 1, 2020
3 min

A Tale Of Two Cars

A couple of weeks ago we looked at customer experience doled out by two very large companies – Netflix and Blockbuster. Today we turn our...

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Oct 16, 2020
2 min

Smiley faces – how good are they at measuring customer experience?

Do these four smiley and grumpy faces help us determine customer experience?

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Oct 1, 2020
2 min

A tale of two companies

Once upon a time there was a Blockbuster store in Marple where we live. That's not so unusual; at its peak there were 9000 blockbuster...

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Sep 15, 2020
2 min

Scale it up

Offering great customer experience is hard; it is even harder to scale it up.

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Sep 1, 2020
2 min

Lessons from the High Street

Has the pandemic destroyed the High Street or has it taught us some lessons?

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Aug 15, 2020
2 min

It's the little things that matter

When people are asked why they are happy with a supplier they say it's the price or the quality. Let's look deeper.

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Aug 1, 2020
3 min

Learnings from a burned teacake

A burned teacake is a great stimulus for discussing customer complaints

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Jul 15, 2020
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, 2020
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...

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Jun 15, 2020
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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