The Library.

We run a walking group. Our band of happy hikers enjoys a pub lunch en route.

None of us like to be duped. And yet, we are being duped all the time, often not realising it.

Some years ago we were in a taxi being driven from Newark airport to Allentown.

There was a time when, taking delivery of a new car, you spent an hour on the paperwork and five minutes receiving instructions on the car.

Companies that offer brilliant customer experience have setbacks from time to time. Some even have setbacks as part of their offer.

The one thing, the most important thing that we seek in delivering great customer experience is to build loyalty.

We may be annoyed by someone getting our name wrong but most of us are too busy to bother notifying the mistake.

When did you last recommend something to somebody? It probably was quite recent. If you have enjoyed a meal at a good restaurant, watched ..