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…

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No one strives for vanilla

Monday, September 19, 2016

Over the years I’ve observed sparky, funny, passionate and clever people morph into vanilla shells of their former selves as they enter their office to get on with…

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How tech can help you build better supporter relationships

Tuesday, August 23, 2016

A guest blog by Robin Fisk. Getting routine supporter communication techniques right can provide a better experience for your supporter, help you to measure your communications investment and…

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Trying to leave an email list – the good, the bad and the downright ugly

Monday, March 21, 2016

Recently I’ve done more virtual de-cluttering than ever before. Like you, I get a lot of emails. I’m sorry to say that I just don’t have the capacity…

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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…

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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…

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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…

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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…

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Same challenges different time zone

Thursday, March 8, 2012

Last week fundraisers from across Queensland gathered on the Australian Gold Coast for the Fundraising Institute Australia Dare to be Different conference. Many people asked me what I…

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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…

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