The Library.

Companies that offer brilliant customer experience have setbacks from time to time. Some even have setbacks as part of their offer.

The one thing, the most important thing that we seek in delivering great customer experience is to build loyalty.

We may be annoyed by someone getting our name wrong but most of us are too busy to bother notifying the mistake.

When did you last recommend something to somebody? It probably was quite recent. If you have enjoyed a meal at a good restaurant, watched ..

We like to think that over the years our world has improved. We live longer due to improved food, sanitation and pharmaceuticals.

Only a few weeks ago we spoke to a neighbour who had just bought some buildings and contents insurance for their house.

Pete Dyson and Rory Sutherland have recently written an interesting book which covers some high-level questions about customer service.

The other day we had a problem with one of our domestic suppliers. We thought it would be helpful to speak to someone.