The Library.

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

Upside down management works

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

I’ve been a member of the AA (the roadside recovery organisation, not the other one) for years and years. Apparently this makes me a gold...

Jul 1, 20193 min read

If you regularly follow our blogs, you will know that we believe warm, live, human beings are critical to delivering great customer...

Jun 14, 20192 min read

Customers are different. If we want to make them happy we have to serve them in different ways. Segmentation is the key.

Jun 1, 20193 min read