The Library.

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

How to monitor customer experience

Running a check on a customer experience program has never been easier. Free tools from the likes of Survey Monkey enable you to quickly...

May 14, 20193 min read

Here is an interesting question for you. What is the best experience and qualifications for a CEO? As always with this type of question...

May 1, 20193 min read

Thirty to forty years ago people used to go to the same place for their holidays, year in and year out. People used to eat at the same...

Apr 16, 20193 min read

Nick and I live in Manchester, England. Manchester is the U.K.'s third largest city. You would imagine that in a developed industrial...

Apr 1, 20192 min read

There was a time when British Airways called itself “the world’s favourite airline”. This was an unfortunate tagline implying that it...

Mar 14, 20192 min read

Just last week we read with interest an announcement by Citigroup; America's fourth largest bank in terms of its assets. It said that it...

Mar 1, 20192 min read

It is said that under pressure, we revert to type. Ryanair promised to improve its customer experience back in 2014. In 2018 Ryanair was...

Feb 14, 20192 min read

Wherever you are in the world, the economic base is changing. The growth we have enjoyed over the last 10 years is ended – at least for...

Feb 1, 20192 min read