Case Study: British Airways and the Importance of Concrete Communication

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

Reach for the Stars

Whatever happened to our ambition?

How working from home is killing our creativity

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

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

Or the importance of focussing on customer outcomes

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

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?