The Library.

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

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

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

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

There can't be a better example of an organisation delivering poor customer experience than the NHS.

Five years ago, a half of B2B companies we interviewed said that they were committed to providing excellent customer service.

A favourite trick journalists play when they want to embarrass politicians is to ask them the price of a litre of milk.

Running a check on a customer experience programme has never been easier. Free tools from the likes of Survey Monkey