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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
The consequences of poor CX
Customers forgive the occasional mistake but if your CX is consistently poor, customers will walk.
Jan 14, 20202 min read
Lessons on the road
We live in Manchester, or at least in its suburbs. A train service from the small town where we live links with the centre of Manchester....
Jan 1, 20203 min read
What have we learned?
Learnings for those of us in customer experience from the general election campaign.
Dec 13, 20193 min read
Getting to grips with technology and customer experience
Some lessons for those of us interested in customer experience from Sainsbury's experiment to introduce scan, pay and go technology.
Dec 1, 20192 min read
How to develop a customer experience strategy
Make sure you have a real strategy for your customer experience program by answering these three questions.
Nov 14, 20192 min read
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
Why is customer service so bloody hard?
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
Does the Net Promoter Score work for business to business companies?
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
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