The Library.

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

Trust is a fragile thing

Transparency and truth are fundamental to trust in government policy. They are vital in ensuring great customer experience.

May 15, 20204 min read

The coronavirus has created a situation that is testing customer commitment. People have long memories for when suppliers let them down.

May 1, 20203 min read

Some companies have put their reputations on the line in an attempt to save a penny or two. What is it doing to their reputation?

Apr 15, 20203 min read

The coronavirus has turned our world upside down. We explore unhappiness and how to deal with it personally and in business

Apr 1, 20203 min read

We have innate preferences. Can these be used to drive customer satisfaction and improve customer experience. We explore.

Mar 14, 20203 min read

How does Tesla achieve a magical NPS of 97? They have a great product, great service and great brand. Don't kid yourself it is easy.

Mar 1, 20203 min read

Customers are different. Recognising these differences is crucial to delivering great customer experience. Segmentation is they key.

Feb 14, 20203 min read

Nick Hague was recently interviewed by James Rostance on The 414 Live programme. Nick spoke about the influence of emotions on business...

Feb 1, 20203 min read