The Library.

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

Excuses, excuses, excuses

We wonder if somewhere there is an excuse book that is well thumbed by people on the front line.

Apr 1, 20213 min read

We've written thousands of words on customer experience and to our shame, we've not discussed toilets. As you read this opening line you may

Mar 15, 20212 min read

Buying online has been a real saviour during the pandemic. It has provided us with some great examples of good customer experience....

Mar 1, 20213 min read

Colin Shaw started life in the corporate world with Mars and BT. He is a prolific author on the subject of customer experience. Amazon offer

Feb 15, 20213 min read

A couple of weeks ago, Nick Hague interviewed Blake for the CX Masters Podcast Series hosted by B2B International.

Feb 1, 20214 min read

It came as something of a surprise to us when we learned that The Ice Co, based out of Wakefield, West Yorkshire, had been awarded best SME

Jan 15, 20212 min read

2020 has slipped away, thank goodness. One thing we have learned about the last year is that it is difficult to forecast events.

Jan 1, 20213 min read

To achieve customer loyalty we must connect with their deepest and most profound needs

Dec 15, 20202 min read