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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Smiley faces – how good are they at measuring customer experience?
Do these four smiley and grumpy faces help us determine customer experience?
Oct 16, 20202 min read
A tale of two companies
Once upon a time there was a Blockbuster store in Marple where we live. That's not so unusual; at its peak there were 9000 blockbuster...
Oct 1, 20202 min read
Scale it up
Offering great customer experience is hard; it is even harder to scale it up.
Sep 15, 20202 min read
Lessons from the High Street
Has the pandemic destroyed the High Street or has it taught us some lessons?
Sep 1, 20202 min read
It's the little things that matter
When people are asked why they are happy with a supplier they say it's the price or the quality. Let's look deeper.
Aug 15, 20202 min read
Learnings from a burned teacake
A burned teacake is a great stimulus for discussing customer complaints
Aug 1, 20203 min read
Things we remember
We remember disasters and little things. Make sure disasters don't happen and lace your offer with lots of lovely little things.
Jul 15, 20202 min read
Had any good recommendations recently?
The customer experience industry is pretty well centred on one question – “On a scale from 0 to 10 how likely are you to recommend this...
Jul 1, 20203 min read
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