The Library.

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

Safety gone mad

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

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

Nov 15, 20233 min read

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

Nov 1, 20232 min read

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

Oct 15, 20233 min read

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

Oct 1, 20233 min read

Customer experience doesn't come from just a smile or a nice word. These things help, of course...

Sep 15, 20232 min read

Our Meile washing machine has more computer power than the first rocket launched into space.

Sep 1, 20232 min read