The Library.

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

Wait a minute – or rather, DON’T

It is ironic that the pandemic, which gave us more time than we wanted to do nothing, has inspired time-saving innovations that will enhance

May 14, 20212 min read

Put yourself in your customer shoes. Only then is it possible to tell the bits that hurt.

May 1, 20212 min read

Customer service isn’t rocket science, but it is hard work.

Apr 15, 20212 min read

We wonder if somewhere there is an excuse book that is well thumbed by people on the front line.

Apr 1, 20213 min read

We've written thousands of words on customer experience and to our shame, we've not discussed toilets. As you read this opening line you may

Mar 15, 20212 min read

Buying online has been a real saviour during the pandemic. It has provided us with some great examples of good customer experience....

Mar 1, 20213 min read

Colin Shaw started life in the corporate world with Mars and BT. He is a prolific author on the subject of customer experience. Amazon offer

Feb 15, 20213 min read

A couple of weeks ago, Nick Hague interviewed Blake for the CX Masters Podcast Series hosted by B2B International.

Feb 1, 20214 min read