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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Marks & Spencer: A Legacy of Quality, Trust, and the Challenge of Modern Threats
Founded in 1884, Marks & Spencer isn’t just one of Britain’s oldest surviving retailers—it’s one of the most cherished.
Jun 1, 20252 min read
A Painful Dental Experience – And How Hygienists Could Improve Customer Care
A few years ago, I signed up for a dental maintenance plan with my dentist. I pay a monthly fee—though, to be honest, I’ve forgotten exactly what it covers.
May 15, 20252 min read
Complaining the Right Way: Does Anyone Actually Listen?
At some point, we’ve all had reason to complain. No matter how great a product or service is, things can—and do—go wrong.
May 1, 20252 min read
The Conflicting Nature of Customer Experience: From Supermarkets to Hospitals
Customer experiences can be complex—what delights one person might frustrate another. A simple example of this happens in supermarkets.
Apr 16, 20252 min read
Are You Paying the Loyalty Penalty? How to Stop Being Ripped Off by Subscriptions and Renewals
Have you ever stopped to count how many subscriptions you’re signed up for? Streaming services, gym memberships, meal kits, software license
Apr 1, 20253 min read
The Art and Science of Marketing Effectiveness: Insights from Les Binet
This article is based on an interview between Nick Hague of the World’s Greatest Business Thinkers and Les Binet
Mar 15, 20254 min read
The Power of Customer Centricity: Insights from Peter Fader
Peter Fader's thoughts shared in a recent interview with Nick Hague representing the World’s Greatest Business Thinkers
Mar 1, 20253 min read
Over-Confirmed and Overwhelmed: Are We Drowning in Appointment Reminders?
I don’t know when you last visited the dentist, but I’d bet that you received at least one message confirming your appointment—if not more.
Feb 15, 20252 min read
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