The Library.

If you are in the business of delivering excellent customer experience, you need benchmarks. "Who does it best and how do they do it?"

There can't be a better example of an organisation delivering poor customer experience than the NHS.

Five years ago, a half of B2B companies we interviewed said that they were committed to providing excellent customer service.

A favourite trick journalists play when they want to embarrass politicians is to ask them the price of a litre of milk.

Running a check on a customer experience programme has never been easier. Free tools from the likes of Survey Monkey

Customer experience doesn't come from just a smile or a nice word. These things help, of course...

Our Meile washing machine has more computer power than the first rocket launched into space.

It is sometimes the little things about what you do and say that give away your personality. This is especially the case with companies.