The Library.

I love cooking. As a result, I'm also a bit of a collector of pots, pans and kitchen gadgets. Like many home cooks, I've had disappointing experiences with non-stick cookware. I once bought a set of pans that promised, as they all seem to, to handle everything I could throw at them. It didn't take long before the non-stick coating began to blister and flake away. That experience made me question whether conventional non-stick coatings were really the best option.

Walk into almost any supermarket today and there is a good chance you will barely interact with anyone who actually represents the retailer. You might pass someone filling the shelves. There may be a member of staff helping customers at the self-checkouts. But, for the most part, the experience is deliberately frictionless and anonymous: pick up what you need, scan it yourself, pay and leave. It is highly efficient. And that is precisely the point. But perhaps something is ch

In the world of manufacturing, trust between customers and suppliers is critical. When that trust breaks down, the consequences ripple through production lines, and ultimately, business reputations. This is the story of a customer who makes food packaging equipment and faces repeated disappointments from a supplier of specialised robotic tools. The customer’s experience reveals the challenges of relying on a supplier who promises much but delivers little.

Patagonia stands out in the outdoor apparel industry not just for its high-quality products but for its remarkable customer satisfaction. Many brands struggle to build lasting loyalty, yet Patagonia consistently earns glowing reviews and repeat customers. This success comes from a clear focus on values, transparency, and genuine care for customers and the environment. Understanding how Patagonia achieves this can offer valuable lessons for any business aiming to improve custo

One thing that is almost guaranteed to upset people is receiving a parking fine. Most of us are law-abiding citizens who do not deliberately park incorrectly and risk a penalty. Yet, as technology increasingly replaces traditional parking systems, many customers are finding themselves exposed to new and unexpected ways of getting things wrong.

Unlike B2C, where customers can feel anonymous, B2B companies typically rely on long-standing, deep relationships with a select group of clients. In many cases, just 30 accounts generate a staggering 80% of total revenue. That means account management isn't just a support function—it’s a strategic pillar of your business.

In the middle of a recent heatwave, I went out for lunch with my wife and two friends. As is the normal sequence in a restaurant, the waiter first took our drinks order before returning to take our food choices. I ordered my usual Diet Coke, and one of our friends asked for a lemonade. My wife and our other friend were happy with tap water. On such a hot day, they wanted to rehydrate properly.

A chef doesn’t walk into the kitchen and start guessing. They have a recipe—tried, tested, and reliably satisfying. The same should be true for customer experience. But here’s the thing: most businesses focus only on the main course (their product). They forget the ambiance, the service pacing, and the little amuse-bouche that makes you say, “Wow.” After years of studying what actually makes people happy—from holidaymakers to restaurant-goers to B2B buyers—we’ve landed on a s