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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
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
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
Building a business the Danny Meyer way
Danny Meyer teaches us how service is the way to build a business
Sep 1, 20192 min read
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