Mar 13 min read"The Impact of Wishing Someone 'Have a Nice Day' on Customer Experience"On my last birthday I received just two birthday cards through the post. Now-a-days, if they come at all, they are online or text messages.
Feb 153 min readHow 7 Industrial Companies Achieved High Customer Experience Ratings through 7 Key FactorsAsk Google to give you examples of B2B companies with excellent customer experience scores and more than half offer SaaS.
Feb 13 min readWhy Having a Customer-Friendly Return Policy is Good for BusinessIt was around six months ago that I bought a dimmable LED light bulb to hang over our kitchen table.
Jan 152 min readUnlocking Exceptional Customer Experience: 8 Factors that Drive Great CXA common and critical factor that consistently influences customer experience is excellent customer service.
Jan 13 min readBT Digital is rubbishI was on my travels sometime in September when my mobile phone rang. It was a sales agent from BT....
Dec 15, 20233 min readSafety gone madWe bought a sizeable jar of olives from Waitrose the other day. There’s nothing unusual or exciting about that. However, opening it...
Dec 1, 20232 min readThe John Lewis problemIf you are in the business of delivering excellent customer experience, you need benchmarks. "Who does it best and how do they do it?"
Nov 15, 20233 min readCustomer experience in the NHS and private sectorThere can't be a better example of an organisation delivering poor customer experience than the NHS.