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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Taking care of all stakeholders
There are some benefits of great customer experience culture within B2B companies that aren’t often discussed.
Jan 15, 20222 min read
Let’s get rid of Christmas and anything else we enjoy
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
Improving customer experience with your head in the clouds
Packaging machinery companies used to think their offer was to make more reliable, faster and cheaper machines. No longer.
Dec 15, 20212 min read
What can we learn from a queue?
Why do people queue? They must really believe they will enjoy a great customer experience.
Dec 1, 20212 min read
Can you measure the ROI on customer experience?
There are some things in business that are an act of faith and should be there at all costs
Nov 15, 20213 min read
Boosterism - you can have too much of a good thing
Marketers are very familiar with boosterism although they have never used this word to describe their promotions.
Nov 1, 20213 min read
The most important person in your company
Who is the most important person in your company when it comes to customer experience?
Oct 15, 20213 min read
Guilty
It seems that most of us are hardwired to mirror the behaviour that we receive.
Oct 1, 20213 min read
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