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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Feb 14, 20203 min read
Using segmentation to deliver better customer experience
Customers are different. Recognising these differences is crucial to delivering great customer experience. Segmentation is they key.
Feb 1, 20203 min read
The importance of emotions on the buying decision
Nick Hague was recently interviewed by James Rostance on The 414 Live programme. Nick spoke about the influence of emotions on business...
Jan 14, 20202 min read
The consequences of poor CX
Customers forgive the occasional mistake but if your CX is consistently poor, customers will walk.
Jan 1, 20203 min read
Lessons on the road
We live in Manchester, or at least in its suburbs. A train service from the small town where we live links with the centre of Manchester....
Dec 13, 20193 min read
What have we learned?
Learnings for those of us in customer experience from the general election campaign.
Dec 1, 20192 min read
Getting to grips with technology and customer experience
Some lessons for those of us interested in customer experience from Sainsbury's experiment to introduce scan, pay and go technology.
Nov 14, 20192 min read
How to develop a customer experience strategy
Make sure you have a real strategy for your customer experience program by answering these three questions.
Nov 1, 20192 min read
It is not what you say, it is how you say it
What we say creates an immediate impact. It is not the content of what we say that is important - it is how we say it.
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