The Library.

Unfriendly words aren’t the brainchild of a copywriter in the marketing department; they are from the hand of the company lawyer.

Everyone reading this blog will have had thoughts about the American election. What struck us as interesting in the Trump-Biden contest...

A couple of weeks ago we looked at customer experience doled out by two very large companies – Netflix and Blockbuster. Today we turn our...

Do these four smiley and grumpy faces help us determine customer experience?

Once upon a time there was a Blockbuster store in Marple where we live. That's not so unusual; at its peak there were 9000 blockbuster...

Offering great customer experience is hard; it is even harder to scale it up.

Has the pandemic destroyed the High Street or has it taught us some lessons?

When people are asked why they are happy with a supplier they say it's the price or the quality. Let's look deeper.