The Library.

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

Case study: A disjointed customer experience program

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...

Dec 1, 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 19, 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...

Nov 9, 20184 min read

The debate rages on as to whether companies need a dedicated customer experience manager. One house believes that it shouldn’t be...

Nov 2, 20183 min read

The loss of just one customer can be devastating to a B2B company. What is more, that loss could be a symptom of something that is wrong...

Oct 23, 20183 min read

If we were to ask 100 people "what makes great customer experience?" they would list all the obvious things we have talked about in our...

Oct 12, 20183 min read

Wikipedia lists over 70 CRM platforms for tracking customers through their customer journey. These are vital tools in developing a...

Oct 8, 20184 min read

A practical guide to delivering exceptional CX Every business leader will tell you that they value their customers. Of course they will....

Sep 28, 20183 min read