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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
What can we learn from a queue?
Why do people queue? They must really believe they will enjoy a great customer experience.
Dec 1, 20212 min read
Can you measure the ROI on customer experience?
There are some things in business that are an act of faith and should be there at all costs
Nov 15, 20213 min read
Boosterism - you can have too much of a good thing
Marketers are very familiar with boosterism although they have never used this word to describe their promotions.
Nov 1, 20213 min read
The most important person in your company
Who is the most important person in your company when it comes to customer experience?
Oct 15, 20213 min read
Guilty
It seems that most of us are hardwired to mirror the behaviour that we receive.
Oct 1, 20213 min read
The curse of knowledge
The curse of knowledge is when someone, well informed on a subject, doesn't appreciate customers' ignorance
Sep 14, 20212 min read
The reasons digital customer experience fail
We have grown so used to digital crap it has become the norm. It doesn’t mean that it is right.
Sep 1, 20212 min read
Do we really need all this waste?
What are Amazon's green credentials? Surely it doesn't make sense for a white van to deliver one small box with hair colour die, on its own,
Aug 15, 20212 min read
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