The Library.

The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.

What do the Swan Inn, Miller Howe and a Korean shipbuilder have in common?

Companies have one thing in common – they treat their business as a stage and are meticulous in delivering a brilliant show - every day

Mar 15, 20223 min read

IT departments can be a law to themselves when it comes to setting rules for security. Passwords are an issue.

Mar 1, 20223 min read

Say hello to earned growth rate. We will hear more about it if we can find a way to distinguish between earned and bought customers

Feb 15, 20224 min read

Too many options mean there is too much to take in

Feb 1, 20223 min read

There are some benefits of great customer experience culture within B2B companies that aren’t often discussed.

Jan 15, 20222 min read

Great experiences can have a cost and it would be a sad world if Scrooge's disposition spills into our world of customer experience.

Jan 1, 20222 min read

Packaging machinery companies used to think their offer was to make more reliable, faster and cheaper machines. No longer.

Dec 15, 20212 min read

Why do people queue? They must really believe they will enjoy a great customer experience.

Dec 1, 20212 min read