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How can I grow my business?
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All companies want to retain their customers and grow their customer base, so how can they use ‘insight’ to help them on that journey? In this lesson; Susannah Schofield explains that the clues are found in the looking at the right data and feedback, not necessarily, the loudest voice in the room.

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How do I meet customer expectations?
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One of the challenges that a lot of businesses have is aligning what they provide, with the perceptions that their customers actually have. In this lesson, Susannah Schofield, discusses the importance in having the two aligned.

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How companies need to think
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Many companies consider themselves outward-focusing, but are they best-placed to even do that?” In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the link between organization structure and the customer experience

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Customer feedback
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Asking your customers for feedback about your product or service can be a tricky thing. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the challenges of asking for feedback too soon, or too late.

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Customer loyalty
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Do loyalty schemes really work? In this lesson, customer service and experience strategist, Adrian Swinscoe, challenges just how successful loyalty cards are in retaining and growing customers

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Enabling customers to help each other
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When you are in the market to make a purchase, who are you inclined to believe the most – fellow shoppers or the seller’s hype? Adrian Swinscoe explains how some suppliers are turning their customers into advocates – with phenomenal results.

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Paying for customer service
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Is being the cheapest the surest route to success? In this lesson, customer service and experience strategist, Adrian Swinscoe, explains why people are prepared to pay for customer service.