The Library.

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

The Art of Listening: Lessons Learned from the Samaritans

Listening may seem like a simple act, but in reality, it's a skill that requires conscious effort and practice.

Mar 15, 20242 min read

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.

Mar 1, 20243 min read

Ask Google to give you examples of B2B companies with excellent customer experience scores and more than half offer SaaS.

Feb 15, 20243 min read

It was around six months ago that I bought a dimmable LED light bulb to hang over our kitchen table.

Feb 1, 20243 min read

A common and critical factor that consistently influences customer experience is excellent customer service.

Jan 15, 20242 min read

I was on my travels sometime in September when my mobile phone rang. It was a sales agent from BT....

Jan 1, 20243 min read

We bought a sizeable jar of olives from Waitrose the other day. There’s nothing unusual or exciting about that. However, opening it...

Dec 15, 20233 min read

If you are in the business of delivering excellent customer experience, you need benchmarks. "Who does it best and how do they do it?"

Dec 1, 20232 min read