Blog | B2B customer experience

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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 i...

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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 st...

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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 b...

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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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Jun 1, 2020
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, 2020
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, 2020
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, 2020
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, 2020
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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