You Get What You Pay For
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
Author: johnJsills
Big Little (Brand) Lies
Telling people what your brand will deliver is important. But delivering it is even more so.
‘Flow’ by Mihaly Csikszentmihalyi
How to achieve happiness in life and work? Start by reading this psychological bible from the nineties…
It’s The Thought That Counts
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.
Money to Burn
A good experience is great for customers and a cost-saver for organisations – whereas bad customer experience can be expensive to provide.
Everything Changes But… Everything
We’re all obsessed that everything is changing – when really almost everything is staying the same.
Stand and Deliver
Stringent policies and procedures frustrate your colleagues and customers alike. Often the best customer experiences come when employees feel they can stand in front of the rules.
The Two Headed People Challenge
Getting people to like your brand doesn’t always start with a flashy advert. In fact, it could start with their CV.
