I’ve never cried in a hardware store before. Although perhaps you have.

Saturday, April 14, 2012

I was in E Hayes & Sons in Invercargill in New Zealand. A strange place to hang out on holiday amidst the natural beauty of New Zealand’s South…

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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…

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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…

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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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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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A story of fish and focus

Monday, June 20, 2011

Imagine the scene, a small Mediterranean island, miles of beautiful beaches, warm sunshine, fragrant olive groves and a scattering of tavernas serving local, fresh food and wine. A…

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Navigating the Twitterverse

Sunday, June 12, 2011

A few weeks ago I wrote a blog about online friendship etiquette. It sparked some discussion about Twitter and what the accepted rules of engagement (or enchantment) were. So…

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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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