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…
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an interview and debate with Diane…
Try putting yourself in your customers' shoes When was the last time you thought about the way in which your business communicates with your customers? Not what you are saying…
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…
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 –…
Like a high performance car, multiple actors and sensors need to be understood Morris Pentel's recent article opened up a very important portal into the shadowy world of metrics. Not…
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 –…
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
The hand-held holiday is almost here My wife and I are in the basement of an apartment hotel on a sweltering July afternoon in a town east of Milan. It’s…
Today I want to talk about the myth of the single metric. It is one of the most damaging forms of bad practice today. As with all my work I…