The Library.

If you regularly follow our blogs, you will know that we believe warm, live, human beings are critical to delivering great customer...

Customers are different. If we want to make them happy we have to serve them in different ways. Segmentation is the key.

Running a check on a customer experience program has never been easier. Free tools from the likes of Survey Monkey enable you to quickly...

Here is an interesting question for you. What is the best experience and qualifications for a CEO? As always with this type of question...

Thirty to forty years ago people used to go to the same place for their holidays, year in and year out. People used to eat at the same...

Nick and I live in Manchester, England. Manchester is the U.K.'s third largest city. You would imagine that in a developed industrial...

There was a time when British Airways called itself “the world’s favourite airline”. This was an unfortunate tagline implying that it...

Just last week we read with interest an announcement by Citigroup; America's fourth largest bank in terms of its assets. It said that it...