40 Lessons from 40 Years
I had a big birthday so wrote a big list
Author: johnJsills
When Things Go Wrong
When something goes wrong, it’s easy for customers to fall into a Pit of Despair. The best organisations own the problem and save themselves money, too.
Case Study: British Airways and the Importance of Concrete Communication
The one where I lose my luggage and get attacked by an angry mob
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.
Hanging By a Thread
A simple story of a clothing company dealing with a particularly pedantic problem
johnJsills 