The Library.

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

Are You Paying the Loyalty Penalty? How to Stop Being Ripped Off by Subscriptions and Renewals

Have you ever stopped to count how many subscriptions you’re signed up for? Streaming services, gym memberships, meal kits, software license

5 days ago3 min read

This article is based on an interview between Nick Hague of the World’s Greatest Business Thinkers and Les Binet

Mar 154 min read

Peter Fader's thoughts shared in a recent interview with Nick Hague representing the World’s Greatest Business Thinkers

Mar 13 min read

I don’t know when you last visited the dentist, but I’d bet that you received at least one message confirming your appointment—if not more.

Feb 152 min read

Train services between Liverpool and London ground to a halt recently, leaving passengers stranded and frustrated. The reason?

Feb 13 min read

Recently refurbished by its owners, Thwaites Brewery, the Langdale Chase offers a masterclass in customer experience.

Jan 153 min read

In this blog we want to talk about the role of brands in creating customer experience. In the modern business landscape, branding is more.

Jan 14 min read

One of our biggest concerns about customer service is that many leaders of business see it as a cost rather than an investment.

Dec 1, 20243 min read