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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Learnings from a burned teacake
A burned teacake is a great stimulus for discussing customer complaints
Aug 1, 20203 min read
Things we remember
We remember disasters and little things. Make sure disasters don't happen and lace your offer with lots of lovely little things.
Jul 15, 20202 min read
Had any good recommendations recently?
The customer experience industry is pretty well centred on one question – “On a scale from 0 to 10 how likely are you to recommend this...
Jul 1, 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 15, 20203 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?
Jun 1, 20202 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 15, 20204 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.
May 1, 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 15, 20203 min read
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