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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Jun 15, 20203 min read
Chemicals that make customers happy
The brain is affected by chemicals which influence our moods. These chemicals can be released to improve the customer experience.
Jun 1, 20202 min read
A good salesperson results in good customer experience – or does it?
In theory, good customer experience should be closely connected to good sales performance. But is it?
May 15, 20204 min read
Trust is a fragile thing
Transparency and truth are fundamental to trust in government policy. They are vital in ensuring great customer experience.
May 1, 20203 min read
Are small companies better at delivering great customer experience than big companies?
The coronavirus has created a situation that is testing customer commitment. People have long memories for when suppliers let them down.
Apr 15, 20203 min read
Penny pinching - your reputation isn’t worth it
Some companies have put their reputations on the line in an attempt to save a penny or two. What is it doing to their reputation?
Apr 1, 20203 min read
Dealing with unhappiness
The coronavirus has turned our world upside down. We explore unhappiness and how to deal with it personally and in business
Mar 14, 20203 min read
Would a green logo improve my customers’ experience?
We have innate preferences. Can these be used to drive customer satisfaction and improve customer experience. We explore.
Mar 1, 20203 min read
Lessons from Tesla
How does Tesla achieve a magical NPS of 97? They have a great product, great service and great brand. Don't kid yourself it is easy.
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