Blog & Insights

Domain Squatting: When Your Perfect .com Is Held Hostage

Your dream .com is owned by a squatter demanding £20k+? You're not alone. Why paying the ransom is outdated thinking — and how to launch stronger without it.

The Death of Customer Trust: When Return Policies Kill the Experience

Restrictive 'unopened box only' return policies are killing customer trust and handing competitive advantage to Amazon. Discover why customer-friendly return policies drive long-term business success.

The Digital Privacy Paradox: How Cookie Consent Became a Nightmare for Customer Experience

I've been using a VPN for a while, and I'm shocked by how many websites I simply can't access privately. Websites use cookies to the maximum, taking everything from you without you even noticing.

The Kano Model: Beyond Product Development Into Customer Experience Excellence

Discover why the Kano Model isn't just for product development. Learn how this powerful framework transforms customer experience strategy by categorising features into Must-be, Performance, and Attractive requirements.

Successful CX Programs Beyond Surveys

Your colleagues in Sales, Marketing, Customer Service, Product, Ops and other departments play a role in Customer Experience. They don't necessarily want to be told how to do their jobs, but they probably want tools that help them do their jobs better, more effectively and more appreciated.

Why Forcing Survey Responses Destroys Your Data

I received a survey from the BBC today. Probably like millions of other people. Like everyone else, I don't respond to every survey in my inbox, but I actually wanted to participate in this one.

The Hidden Bias in NPS® Surveys: Why Colour-Coding Can Distort Customer Feedback

Explore how colour-coding in NPS® surveys distorts customer feedback and affects organisational insights.

The Absurdity of Closed-Box-Only Return Policies: A Customer Experience Fail

Can anyone tell me what's the point of a closed-box-only return policy? Because I can't figure it out.

Is the Customer Always Right? Navigating the 'Wrong Customer' Dilemma

At one point, I asked the panel about what Jones and Sasser1 defined as "wrong customers" and one of the experts, quite rightly said: "We have to be careful how we label our customers. We surely don't have "wrong" customers".

Customer Service Segmentation: A Smarter Way to Allocate Resources

We always talk about segmenting customers. It's a very good idea to do that and to better understand what different actions and strategies to take for different types of customers with different types of needs, motivations, behaviours, outcomes, etc.

Unlocking Customer Experience: A Strategic Approach to Business Success

Discover strategies to enhance customer experience, boost retention, and leverage insights for effective business growth.

CX Origins: The Ancient Roots of Customer Experience: A 4,000-Year Journey

Discover the fascinating origins of customer experience, from ancient Babylonian complaints to modern CX practices, and see how customer service has evolved over 4,000 years.

Rethinking Loyalty: Lessons from Comparing NPS® with Actual Behaviour

Discover key lessons on loyalty through an insightful NPS® comparison with real customer actions and behaviours.

Are Discounts for New Customers Worth It?

Feedback Bias: Navigating the Complexities of Honest Insights

Explore how feedback bias impacts innovation in exclusive services and personal relationships, hindering business growth.

Revisiting the Apostles Model: Understanding Customer Behaviour in Today's Context

Explore the Apostles Model's relevance in understanding modern customer behaviour and enhancing satisfaction.

Surveying for Compliments: The Bias in Customer Feedback

Explore how customer feedback surveys can skew perceptions and impact business decisions. Insights from Xperience 360.

The Impact of Ambiguous Survey Questions: Ensuring Clear Data for Effective CX Insights

Explore how clear survey design enhances customer experience data accuracy and drives effective insights for better decision-making.

The Confusion Between NPS® and Satisfaction: A Missed Opportunity in CX Measurement

Explore the differences between NPS® and satisfaction for effective CX strategies and seize the opportunity for improvement.

Bad Boys' CX Ultimate Guide

Discover why understanding customer needs is vital for a successful CX programme. Enhance your approach with our ultimate guide.

Improving CX by listening to customers beyond surveys

Discover why a deeper approach to customer insights is essential for enhancing CX beyond just surveys.

The Hidden Cost of Outsourcing: How a Single Provider Can Ruin Your Customer Experience

Discover how relying on a single provider can negatively impact your online shopping experience and customer satisfaction.

The Critical Role of a Complaints Process in Enhancing Customer Experience

Discover how a structured complaints process enhances feedback and drives customer experience improvement.

Think before surveying customers

Learn how to effectively gather feedback through surveys and other effective methods to improve customer experience, gaining valuable insights.