Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things…
We all like to think that we're great bosses, in fact, we know we are because our team never complain or say anything bad about us. But when 50% of people…
Sometimes it pays to listen to the minority view The recent D-Day commemorations have reminded me that last year I saw a great play about weather forecasting… don’t stop reading…
In 2014 888,246 hand-made ceramic poppies were planted in the moat surrounding the Tower of London to commemorate the 100th anniversary of Britain’s involvement in World War I. A collaboration…
John Maxwell says it best "Teamwork makes the Dreamwork." The better our teams work together the better the results will be, it is as simple as that. We see it…
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets…
According to a recent survey it is – but fixing it requires commitment across the whole organisation Whatever you may think about Facebook, Instagram or Twitter, their ethics or market…
Being a leader often means looking to push your teams to achieve difficult results against tight deadlines, with tough customers or with high levels of complexity. The challenge is to know the difference between…
During 25 years of my professional career, I would say that my bosses pretty much fell into one of three categories. The good. The bad. And the Toxic. It was…
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a new perspective on feedback. I…