top of page
The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Does newer mean better?
Over time things improve. That’s right isn’t it? At least, you would hope that to be the case.
Jun 1, 20232 min read
Removing an itch
Some time ago we carried out customer satisfaction research for a brewery that owned a large number of pubs.
May 15, 20232 min read
Why are half of corporate companies failing to deliver great CX?
What is so difficult about building great customer experience? It surely isn’t that complicated.
May 1, 20232 min read
A lesson in customer experience from printer manufacturers
There’s nothing like a printer for giving us a lesson in customer experience.
Apr 15, 20233 min read
Clarkson’s Farm and customer experience
In one of the episodes of Clarkson's Farm, Jeremy Clarkson attempts to record a new born calf with DEFRA
Apr 1, 20232 min read
Claire – the chat bot that failed us
We run a walking group. Our band of happy hikers enjoys a pub lunch en route.
Mar 15, 20232 min read
Shrinkflation – not a very nice experience
None of us like to be duped. And yet, we are being duped all the time, often not realising it.
Mar 1, 20233 min read
Who makes the best sprinkler in the world?
Some years ago we were in a taxi being driven from Newark airport to Allentown.
Feb 15, 20232 min read
bottom of page