The Library.

The curse of knowledge is when someone, well informed on a subject, doesn't appreciate customers' ignorance

We have grown so used to digital crap it has become the norm. It doesn’t mean that it is right.

What are Amazon's green credentials? Surely it doesn't make sense for a white van to deliver one small box with hair colour die, on its own,

One of our friends is a super complainer. When he has time to spare at an airport he relieves his boredom by wandering down to the BA desk

Digital communications are increasingly important in customer experience strategy. But they are not a cheap substitute.

Throw away the sign that says you won’t tolerate abuse towards your staff. It won’t be necessary for 99% of your customers

We don't need to do a survey to know that your customers want three things - a high quality product, at a low cost and they want it now!

One of the problems faced by customer experience managers is developing a strategy. It's tempting if you are a customer experience manager