The Library.

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

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

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

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

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

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