It is ironic that they are called “loyalty cards”. We are talking about those bits of plastic that litter your wallet and allow you to...

One of the heroes of customer experience died last week and we owe him a tribute. Herb Kelleher was the pioneer of low-cost airlines. He...

The New Year is just around the corner and all of us who are interested in customer experience would like to know what is in store. Here...

I had a water meter fitted the other day. I know, I know, I should have had one fitted ages ago. Anyway, the promise of great savings on...

A question we are asked regularly is “What is the role of social media in marketing B2B companies?”. B2B marketers worry that that they...

We are father and son, and have spent the last two decades measuring customer experience. This is a subject that fascinates us and has...

The debate rages on as to whether companies need a dedicated customer experience manager. One house believes that it shouldn’t be...

The loss of just one customer can be devastating to a B2B company. What is more, that loss could be a symptom of something that is wrong...

If we were to ask 100 people "what makes great customer experience?" they would list all the obvious things we have talked about in our...

Wikipedia lists over 70 CRM platforms for tracking customers through their customer journey. These are vital tools in developing a...

A practical guide to delivering exceptional CX Every business leader will tell you that they value their customers. Of course they will....

It is popular wisdom among business managers that you make money by selling more products, increasing prices, or cutting costs. Cutting...