The Library.

You must have heard people say, “What you need is some retail therapy.”

One of the most popular and frequently cited customer experience stories is the tale of the Nordstrom tyre return.

Two American companies consistently hit top notes for customer experience, and it is instructive to examine why.

Claer Barrett, a writer for the Financial Times, recently wrote an article on customer experience entitled "How did it get so bad?"

We’ve heard it said that the word “new” is the most powerful word in the marketing vocabulary. People love the promise of something new....

Over the last few years we have been introduced to "shrinkflation". It's when companies sneakily shrink the size of their products.

Do you remember the pride of donning your school uniform for the first time? It was more than just attire; it symbolised belonging to a...

Stephen Scherr's resume boasts an impressive track record.