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The Library.
The library offers over 150 lessons and insights on customer experience, empowering you to gain a competitive advantage.
Listen and learn
The reason that chatbots will never catch on in delivering great customer experiences is because they don’t listen.
Aug 1, 20232 min read
Do tips improve customer service?
There is one aspect of the service industry that is difficult to get right.
Jul 15, 20233 min read
What volunteers can teach us about customer experience
If you like looking around gardens, make a visit to York Gate Gardens on the outskirts of Leeds. it is an example of excellent CX.
Jun 15, 20233 min read
Why is it so difficult to book a meal and get a piano tuned?
One of our hobbies is hiking. We arranged a hike from Tan Hill, a pub in northern England that is the highest in Britain.
Jun 11, 20233 min read
Does newer mean better?
Over time things improve. That’s right isn’t it? At least, you would hope that to be the case.
Jun 1, 20232 min read
Removing an itch
Some time ago we carried out customer satisfaction research for a brewery that owned a large number of pubs.
May 15, 20232 min read
Why are half of corporate companies failing to deliver great CX?
What is so difficult about building great customer experience? It surely isn’t that complicated.
May 1, 20232 min read
A lesson in customer experience from printer manufacturers
There’s nothing like a printer for giving us a lesson in customer experience.
Apr 15, 20233 min read
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