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.

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.