So what’s this mild obsession with people and post-its all about?

I should probably explain…

Show Me The Money

Good customer experience leads to commercial success. And that means making it easy for customers to join you.

The Human Touch

Companies spend huge amounts of time and money stopping their people from being human – yet being human is exactly the thing that makes for a great customer experience

The Myth of Customer Loyalty

As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.

Sorry Seems to be the Easiest Word

We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.

Welcome to the age of DIY customers (guest post)

Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?

Things can only get…worse?

We live in a world that is perfecting the functional experience at the expense of the emotional experience.

Customer Experience 2018 – WARC interview

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