In this issue we’ve got a great mix of articles, covering everything from high-level strategy and the complexity of how customer loyalty works through to the detail of how the words you use can affect the customer experience and the importance of managing digital transformation well in customer communications and the customer experience, and more.

We’ve also taken the time to reflect on the performance of the UK Index of Consumer Sentiment. Measures such as this only reveal their value slowly, over time, and after four years we’ve really learned to trust the Index of Consumer Sentiment.