Is democracy all it’s cracked up to be?
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
Jerks at work – now running a country near you!
You need industrial strength processes to ensure bullies get the boot Hearing the phrase “a damning report” on the one o’clock news is usually enough to get me to prick…
RoI from CX: it’s (not) the numbers, stupid!
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…
Customer success: the cornerstone of “21st Century Capitalism”
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get a morally-dubious pleasure in watching…
Image: NASA/JPL-Caltech
When disruption strikes, will you be ready?
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying to convince his senior management…
Buster Keaton's approach to housebuilding is still alive and well nearly 100 years on
Time to junk the satisfaction survey
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their…
The CX Rap Sheet: we name the guilty in their crimes against the customer
Learning from other people’s mistakes We’ve been pleased to feature Don Hales’ Heroes and Villains series on The Next Ten Years and Don has bemoaned the fact that he gets…
Is your business built on “alternative facts”?
It’s a natural tendency, but you should worry about the consequences Like many people I’m sceptical about the labelling of what people – typically leaders of superpowers, or journalists –…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now –…
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