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Author: johnJsills

Posted on May 2, 2022May 2, 2022

Case Study: British Airways and the Importance of Concrete Communication

The one where I lose my luggage and get attacked by an angry mob

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Posted on April 22, 2022

Reach for the Stars

Whatever happened to our ambition?

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Posted on March 24, 2022April 3, 2022

Sense and Serendipity

How working from home is killing our creativity

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Posted on February 24, 2022February 23, 2022

Meaningless Measurement

We live in an epidemic of feedback requests. But rather than helping companies to understand their customers, it might be hindering them instead.

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Posted on December 16, 2021December 15, 2021

Hanging By a Thread

A simple story of a clothing company dealing with a particularly pedantic problem

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Posted on October 28, 2021December 9, 2021

Far From Home

Or the importance of focussing on customer outcomes

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Posted on July 22, 2021July 22, 2021

Question Time

Focussing on the outcome, not the question, will mean you never need to ask ‘Is there anything else?’ ever again

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Posted on June 24, 2021July 16, 2021

Do Not Reply: The Hidden Cost of Bad Customer Experience

What can a missed fridge collection, a DoNotReply email, and a fake name tell us about how companies waste money giving a bad customer experience?

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