The Library.

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

It is not what you say, it is how you say it

What we say creates an immediate impact. It is not the content of what we say that is important - it is how we say it.

Nov 1, 20192 min read

We know we shouldn't swear, but it's true isn't it – customer service is bloody hard. We all know what makes good customer experience. We ha

Oct 14, 20192 min read

In 2003 Frederick Reichheld wrote an article in the Harvard Business Review entitled "The One Number You Need to Grow". The Net Promoter...

Oct 1, 20194 min read

John Timpson has built a sizeable and profitable business by supporting his staff in every way.

Sep 15, 20192 min read

Danny Meyer teaches us how service is the way to build a business

Sep 1, 20192 min read

Step by step advice on running a customer experience audit

Aug 14, 20193 min read

B2B customers should be more concerned about their products arriving on time and as promised and avoid social issues if they can

Aug 1, 20192 min read

Beware of changing your company name. It is charged with emotions.

Jul 14, 20192 min read