Don Hales finds that attention to detail is the key to a great customer experience, but gets frustrated at the railways' continuing contempt for customers Hero: Marks & Spencer My…
If you want to be a better leader, the answer is yes According to Google, which offers employees a course on mindfulness meditation, and Lululemon, a company that keeps a Director of…
Recognising the impact of hidden disabilities on passenger confidence levels at our airports makes ethical and business sense How can airports and airlines tell if someone is disabled? That’s a…
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
Large organisations can make small gestures with a great effect. They can also fail the customer quite spectacularly Hero: stolen dog recaptured by an Amazon employee Just after a delivery…
Charitable donation can be good for businesses large and small In a world where we increasingly choose to drink our lattes out of reusable cups, we tut (shamefully — but…
The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a…
Possibly, but only if you're not one already Fear of Flying? Fear of Fifty? Whatever these entrepreneurs have, it ain't fear. Or is it that entrepreneurs "feel the fear and…
Lazy thinking would suggest leadership but the reasons are more subtle It makes depressing reading. Virtually every survey I read hammers the same fact: customer experience has never been so…
Health services should put patient convenience first “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The…