The Library.

On this blog we talk a lot about customer reviews. In theory, they are the perfect measure of a company's customer experience—an unbiased report card straight from the source.

We’ve all been there—stuck in customer service hell, dealing with a company that seems determined to make our lives harder. While minor frustrations are common, some customer experience failures are so awful they become famous.

Have you ever tried to log into a website, only to be stopped by an image puzzle—broken into squares—demanding you identify buses, traffic lights, or motorcycles?

Writing a critical review always makes me a little nervous. After all, no one wants to unfairly judge a product—or worse, hurt someone’s feelings.

We are avid walkers, and in our small town, there’s nothing better than winding down after a hike with a coffee and a bite to eat at one of the local cafés.

The other day, while browsing YouTube, I came across a video promoted on the right-hand side of the screen. It was from Ana Boulter.

Founded in 1884, Marks & Spencer isn’t just one of Britain’s oldest surviving retailers—it’s one of the most cherished.

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.