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- Customer Experience
Face the fear: how to get the unvarnished truth about your customer experience

- Customer Experience
Introducing The CEO’s CX Roadmap to a Standout Customer Experience: six days to set you up for success
Businesses that lead in CX see results that outstrip their competitors, enjoying up to: More importantly, they turn customers into die-hard fans – almost doubling their value. But – spoiler alert – this doesn’t happen

- Customer Experience
Senior leaders: your company’s customer experience needs you!

- Customer Experience
Customer Experience: Fix It or Feature It – The Secret to Business Brilliance

- Customer Experience, Employee Experience
A 5-Star Employee Experience Will Build Customer Loyalty

- Customer Experience
Managing Your Customer Experience: The 7 Deadly Sins

- Customer Experience
AI chatbots have a customer experience problem

- Brands, Customer Experience
Luxury Brands: Combating the ‘Fast Experience’

- Customer Experience
Customer Experience – it’s not worth the effort…is it?

- Customer Experience
The Invisible Cost of Spam: Eroding Brand Reputation and Customer Experience
Shaun Smith explores how spam undermines customer experience, highlighting its detrimental impact on brand reputation in today’s digital environment. Spam, in its many forms, from unsolicited emails to intrusive ads, not only disrupts the customer’s digital

- Customer Experience
No room at the inn? A festive look at some hotel horrors

- Customer Experience
New Energy: The rise of the distinctive customer experience

- Customer Experience
The Magic Ingredient: Harnessing effort to create a Memorable Customer Experience

- Customer Experience
The Transformative Impact of AI on Customer Service

- Customer Experience
The secret to ensuring your customer experience strategy becomes a reality

- Brands, Customer Experience, Employee Experience
The myth: A strong brand can be used to prop up a bad business

- Customer Experience
How to beat a bear market? Invest in your customers.

- Brands, Customer Experience
What’s in a name?

- Brand-led Business Strategy, Customer Experience
Brands Behave or Beware

- Customer Experience
We Need to Talk About the ‘C’ Word

- Customer Experience
Getting the measurement right

- Brands, Customer Experience, Employee Experience
Being The Brand

- Brand-led Business Strategy, Customer Experience, Employee Experience
Richer Experiences Make Richer Brands

- Brand-led Business Strategy, Customer Experience
What Matters Most

- Customer Experience, Employee Experience
‘There are no customers in the office’ – the benefits of talking to strangers.

- Customer Experience, Employee Experience
Being human will be at the heart of brand purpose
We are entering a new era, one that will require new approaches to marketing and customer experience, but it will go way beyond that. It will challenge the very way we think about brands and corporations.

- Customer Experience
Why COVID is not a valid excuse (and other musings from a crazy year) Part Two
In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. One of the hardest hit sectors in the is the

- Customer Experience
“We’re just about delivering happiness” Tony Hsieh
Tony Hsieh, 46, the former CEO of Zappos, died on Friday from head injuries sustained during a house fire whilst he was visiting friends in Connecticut. He was an inspirational thinker who will be sadly missed.

- Customer Experience
Why COVID is not a valid excuse (and other musings from a crazy year) Part One
It has been a crazy year. Smith+Co were honoured by being awarded ‘UK’s Leading Management Consultants 2020’ following independent research by Statista. That was a great start! We followed it up by merging with Caffeine, the