The Fabric of Customer Loyalty (or how to earn, not buy, customer decisions)
My Dad used to collect old newspapers. Well, I guess to him they were just newspapers. But now they’re pretty old. As much as I enjoyed seeing how the stories…
Making Things Better For Customers
My Dad used to collect old newspapers. Well, I guess to him they were just newspapers. But now they’re pretty old. As much as I enjoyed seeing how the stories…
You know that thing where you’ve been thinking about something, and suddenly you see it everywhere? Like if you’re thinking of buying a new car, say a dark grey Volkswagen,…
The one where we go back in time – and predict the future
I’ve been reading Gill Ereaut’s excellent book on language (The Way We Talk Around Here: How your organization’s culture shows up in your language and why it matters), and it…
A couple of weeks ago, a leaflet dropped onto the doormat and created a frisson of excitement throughout the house. Our favourite Indian restaurant – close to our old house,…
So, how are those new year’s resolutions going? This is usually about the time when those good intentions made whilst hanging out at home start to meet the crushing reality…
Because no-one’s ever thought of doing a list like this before