The Library.

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

Oct 14, 20192 min read

Why is customer service so bloody hard?

We know we shouldn't swear, but it's true isn't it – customer service is bloody hard. We all know what makes good customer experience. We ha

Oct 1, 20194 min read

In 2003 Frederick Reichheld wrote an article in the Harvard Business Review entitled "The One Number You Need to Grow". The Net Promoter...

Sep 15, 20192 min read

John Timpson has built a sizeable and profitable business by supporting his staff in every way.

Sep 1, 20192 min read

Danny Meyer teaches us how service is the way to build a business

Aug 14, 20193 min read

Step by step advice on running a customer experience audit

Aug 1, 20192 min read

B2B customers should be more concerned about their products arriving on time and as promised and avoid social issues if they can

Jul 14, 20192 min read

Beware of changing your company name. It is charged with emotions.

Jul 1, 20193 min read

I’ve been a member of the AA (the roadside recovery organisation, not the other one) for years and years. Apparently this makes me a gold...