The Library.

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

Feb 14, 20192 min read

Is customer experience the answer to everything?

It is said that under pressure, we revert to type. Ryanair promised to improve its customer experience back in 2014. In 2018 Ryanair was...

Feb 1, 20192 min read

Wherever you are in the world, the economic base is changing. The growth we have enjoyed over the last 10 years is ended – at least for...

Jan 14, 20192 min read

It is ironic that they are called “loyalty cards”. We are talking about those bits of plastic that litter your wallet and allow you to...

Jan 7, 20192 min read

One of the heroes of customer experience died last week and we owe him a tribute. Herb Kelleher was the pioneer of low-cost airlines. He...

Dec 13, 20183 min read

The New Year is just around the corner and all of us who are interested in customer experience would like to know what is in store. Here...

Dec 1, 20184 min read

I had a water meter fitted the other day. I know, I know, I should have had one fitted ages ago. Anyway, the promise of great savings on...

Nov 19, 20184 min read

A question we are asked regularly is “What is the role of social media in marketing B2B companies?”. B2B marketers worry that that they...

Nov 9, 20184 min read

We are father and son, and have spent the last two decades measuring customer experience. This is a subject that fascinates us and has...