We have innate preferences. Can these be used to drive customer satisfaction and improve customer experience. We explore.

How does Tesla achieve a magical NPS of 97? They have a great product, great service and great brand. Don't kid yourself it is easy.

Customers are different. Recognising these differences is crucial to delivering great customer experience. Segmentation is they key.

Nick Hague was recently interviewed by James Rostance on The 414 Live programme. Nick spoke about the influence of emotions on business...

Customers forgive the occasional mistake but if your CX is consistently poor, customers will walk.

We live in Manchester, or at least in its suburbs. A train service from the small town where we live links with the centre of Manchester....

Learnings for those of us in customer experience from the general election campaign.

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.