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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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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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…

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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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A brief guide to social media friendship etiquette

Sunday, May 15, 2011

When Tim Berners Lee invented the world-wide web in 1990 I don’t think he, or any of us could predict the huge changes it would make to the…

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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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