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

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.