You can just tick along. That’s fine. Your choice.

Sunday, July 31, 2011

I was recently talking to Jonathon Grapsas, Director of flat earth direct about innovation and some of the challenges for the charity sector. He asked me six key…

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Better to aim too high and miss

Sunday, July 24, 2011

For me customer service is really important. Often I’m criticised for having too high expectations of people. I don’t think I do. I just think most people have…

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Gotta Share

Sunday, July 17, 2011

There is no doubt that social media enables us all to share what we are doing, thinking and feeling like never before. There are great opportunities for organisations…

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It’s no longer good enough just to be ‘good’

Sunday, July 10, 2011

Life is competitive. I think Darwins’ theory of natural selection also applies to organisations. Put simply; evolve or die. In order to survive your organisation needs to understand…

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Today has been a bad day for customer service

Monday, June 27, 2011

Dear Richard, Despite your entrepreneurial spirit and business acumen, I have had a decidedly below par experience of the Virgin brand this week. Firstly, I have had to…

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Are you an Eater or a Baker? The Art of Enchantment

Wednesday, June 8, 2011

For me the word ‘enchantment’ conjures up images of scenes straight out of a fairy tale; beautiful princesses, handsome princes, mysterious breadcrumb trails, charmed forests and magic spells….

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My Groupon story…….”But they still whip up an amazing fish curry”

Friday, April 1, 2011

From half price pedicures to cheap jive lessons to exclusive restaurant deals, Groupon offers you daily deals in your local area. The deal only activates if enough people…

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Great customer service – It’s not that hard is it?

Saturday, February 19, 2011

Every single day someone gives me an appalling customer service experience.  Take your pick from HSBC not calling me back, laissez-faire waiters, queuing for hours in Southern Electrics…

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Dear Cretins, the balance of power is shifting

Tuesday, November 2, 2010

Responding to your customers needs and providing them with an exceptional service is basic common sense. It’s also very important. “Quality in a service or product is not…

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I don’t expect a round of applause but I do expect a thank you

Tuesday, September 14, 2010

I’ve been musing over a couple of great articles I’ve read recently by Ken Burnett and Stephen George about thanking people – and why it’s really very important….

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