Don’t beat yourself up if your Net Promoter Score is only 30
When did you last recommend something to somebody? It probably was quite recent. If you have enjoyed a meal at a good restaurant, watched ..
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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Nov 15, 20223 min read
Why the brand has become so very important
We like to think that over the years our world has improved. We live longer due to improved food, sanitation and pharmaceuticals.
Nov 1, 20224 min read
Direct Line and customer service
Only a few weeks ago we spoke to a neighbour who had just bought some buildings and contents insurance for their house.
Oct 15, 20222 min read
Do we really want faster trains?
Pete Dyson and Rory Sutherland have recently written an interesting book which covers some high-level questions about customer service.
Oct 1, 20222 min read
Don’t hide your phone number
The other day we had a problem with one of our domestic suppliers. We thought it would be helpful to speak to someone.
Sep 15, 20223 min read
Has John Lewis lost the plot?
In May of this year a good friend of ours ordered curtains for their bedroom from John Lewis. John Lewis was her first choice of supplier .
Sep 1, 20223 min read
Dealing with angry customers
The other day we took a call from someone who was terribly angry. They were angry at the world.
Aug 14, 20222 min read
Wee wows can go wrong
Wee wows are small acts of kindness that can mean a lot. They can be very successful in binding suppliers to customers. But be careful.
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