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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Navigating Product Reviews: My Love-Hate Relationship with the Garmin ETREX 32x
Writing a critical review always makes me a little nervous. After all, no one wants to unfairly judge a product—or worse, hurt someone’s feelings.
22 minutes ago2 min read
The Power of Consistency in Customer Experience: Small Cafés vs. Big Chains
We are avid walkers, and in our small town, there’s nothing better than winding down after a hike with a coffee and a bite to eat at one of the local cafés.
Jul 12 min read
A David vs. Goliath Story: When a Customer’s Fight for Justice Goes Unheard
The other day, while browsing YouTube, I came across a video promoted on the right-hand side of the screen. It was from Ana Boulter.
Jun 152 min read
Marks & Spencer: A Legacy of Quality, Trust, and the Challenge of Modern Threats
Founded in 1884, Marks & Spencer isn’t just one of Britain’s oldest surviving retailers—it’s one of the most cherished.
Jun 12 min read
A Painful Dental Experience – And How Hygienists Could Improve Customer Care
A few years ago, I signed up for a dental maintenance plan with my dentist. I pay a monthly fee—though, to be honest, I’ve forgotten exactly what it covers.
May 152 min read
Complaining the Right Way: Does Anyone Actually Listen?
At some point, we’ve all had reason to complain. No matter how great a product or service is, things can—and do—go wrong.
May 12 min read
The Conflicting Nature of Customer Experience: From Supermarkets to Hospitals
Customer experiences can be complex—what delights one person might frustrate another. A simple example of this happens in supermarkets.
Apr 162 min read
Are You Paying the Loyalty Penalty? How to Stop Being Ripped Off by Subscriptions and Renewals
Have you ever stopped to count how many subscriptions you’re signed up for? Streaming services, gym memberships, meal kits, software license
Apr 13 min read
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