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

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

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

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

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

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

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

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...

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

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

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

A burned teacake is a great stimulus for discussing customer complaints

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

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...

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

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

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

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

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?

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