Art, science and the customer experience connection
One of the things that sets humans apart from other animals is our ability to feel, express, and be driven by emotions.
top of page
The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Oct 12 min
The Cost of Injustice: How Price Gouging and Unfair Practices Erode Trust in Companies
What drives people mad about companies is injustice. Something nobody can tolerate is a company that rips them off.
Sep 153 min
The Power of Memory in Customer Experience
Our brains have an amazing ability to remember certain events, but not all memories are created equal.
Sep 12 min
The Changing Landscape of Online Dating: From Tinder’s Rise to Today’s Challenges
While dating apps work for some, the general sentiment is that they fall short of expectations.
Aug 152 min
Is Your Postal Delivery Company Failing to Meet Your Expectations?
Running a parcel delivery company can't be easy. People's expectations are high, and there are traffic problems to contend with, drivers not
Aug 13 min
Enhancing Customer Experience: Why Experiential Purchases Trump Material Goods
You must have heard people say, “What you need is some retail therapy.”
Jul 152 min
The most popular customer experience story...
One of the most popular and frequently cited customer experience stories is the tale of the Nordstrom tyre return.
Jul 14 min
Lessons in customer experience from Trader Joe’s and Whole Foods
Two American companies consistently hit top notes for customer experience, and it is instructive to examine why.
bottom of page