Socks can make ‘wow moments’

Saturday, October 27, 2018

Are you inundated with new autumn season catalogues in the post from clothes companies you’ve never even heard of? Or is it just me? There is nothing eye-catching…

Read More

If you fill it we’ll fly it

Monday, September 16, 2013

Can you say that you truly listen to your supporters? I recently heard this great story about KLM Royal Dutch Airlines. KLM have a social media strategy that…

Read More

Your feedback is really really important. Really.

Sunday, July 28, 2013

Is it just me or is there a new wave of popularity for places asking you for your feedback?  Because ‘your views are very important’. I seem to…

Read More

Sincere apologies for the inconvenience

Sunday, January 27, 2013

Virgin are so often used as an example of how to provide good service, yet every time I travel with Virgin trains I have a totally crap customer service…

Read More

You are awesome. We will be back

Friday, December 7, 2012
Happy xxth Birthday plate

Most days I am thoroughly underwhelmed by mediocre customer service experiences. It amazes me that in a competitive marketplace how little emphasis seems to be placed on providing…

Read More

Have we amazed you?

Saturday, November 12, 2011

The zip on my very very favourite pair of winter boots broke this week. It was devastating, partly because I had to walk round with one cold foot…

Read More

scripts and interruptions

Saturday, October 22, 2011

Last week I was waiting for a friend outside Liverpool Street Station. It was about 6.30 in the evening and the street was teeming with commuters rushing frantically…

Read More

Failure – it’s the real thing

Sunday, October 2, 2011

Last week I ran an innovation breakfast for fundraising leaders with the creative team from Sandbox. One of the key discussion points was that in order to innovate…

Read More

It’s all about you

Sunday, September 11, 2011

There is often debate about how much contact charities should be making with donors. In a recent blog by Jeff Brooks he highlights that there is no proof that…

Read More

Stop press – a great customer experience story

Sunday, August 21, 2011

I always complain if I receive rubbish service (so most days), and when I have a great customer service experience I shout it from the rooftops. Partly because…

Read More