The Library.

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

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

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...

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

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...

It is ironic that they are called “loyalty cards”. We are talking about those bits of plastic that litter your wallet and allow you to...

One of the heroes of customer experience died last week and we owe him a tribute. Herb Kelleher was the pioneer of low-cost airlines. He...

The New Year is just around the corner and all of us who are interested in customer experience would like to know what is in store. Here...