So I headed home, and went online again. Chain B caught my eye, with their stylish patio set, priced the same as the parasol-less one, and with next-day delivery. PayPal payment, instant confirmation, order tracking, email, text messages, two-hour delivery […]

[Image courtesy of Robert Sharp at Flickr Creative Commons]I’ve almost finished Call me Dave, the unauthorised biography of David Cameron that came out last autumn. You may remember it caused quite a stir at the time, relating as it did the dodgy […]

But it’s often patchy and unpredictable. I was reminded of this again recently by two very different examples of CX.The first was at Three, the mobile phone operator.I’d got a new phone – not through them, as it happens – […]

[Image courtesy of Paul Townsend at Flickr Creative Commons] Guess what? I’ve joined the 21st centuy. Yes, that’s right – I’ve got myself a smart TV. It had got to the point where I was embarrassed to let people into […]

[Image courtesy of Celestine Chua at Flickr Creative Commons] I recently used a well-known holiday accommodation site for the first time. It has properties all around the world, from a simple spare bedroom in somebody’s home to an entire apartment […]