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

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

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.

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

In 2003 Frederick Reichheld wrote an article in the Harvard Business Review entitled "The One Number You Need to Grow". The Net Promoter...

John Timpson has built a sizeable and profitable business by supporting his staff in every way.

Danny Meyer teaches us how service is the way to build a business

Step by step advice on running a customer experience audit

B2B customers should be more concerned about their products arriving on time and as promised and avoid social issues if they can

Beware of changing your company name. It is charged with emotions.

I’ve been a member of the AA (the roadside recovery organisation, not the other one) for years and years. Apparently this makes me a gold...

If you regularly follow our blogs, you will know that we believe warm, live, human beings are critical to delivering great customer...

Customers are different. If we want to make them happy we have to serve them in different ways. Segmentation is the key.

Running a check on a customer experience program has never been easier. Free tools from the likes of Survey Monkey enable you to quickly...

Here is an interesting question for you. What is the best experience and qualifications for a CEO? As always with this type of question...

Thirty to forty years ago people used to go to the same place for their holidays, year in and year out. People used to eat at the same...

Nick and I live in Manchester, England. Manchester is the U.K.'s third largest city. You would imagine that in a developed industrial...

There was a time when British Airways called itself “the world’s favourite airline”. This was an unfortunate tagline implying that it...

Just last week we read with interest an announcement by Citigroup; America's fourth largest bank in terms of its assets. It said that it...

It is said that under pressure, we revert to type. Ryanair promised to improve its customer experience back in 2014. In 2018 Ryanair was...