Arbitrary Units of Measurement
There’s something wonderfully human about the arbitrary objects we use to describe sizes that are hard to comprehend.
Author: johnJsills
Own it, Explain it, Solve it: What Swiss Rail teaches us about exceptional problem resolution
A delayed train in Switzerland, and the response of staff, show how an understanding of a customer’s emotions is as important as delivering on the promised function.
Being Customer-led During the Covid Crisis
Through the deluge of emails from corporate CEO’s, one thing has become clear – the best businesses put humanity first.
The Reservation
‘Ladies and Gentlemen, I’m sorry to inform you that we’ve run out of quiche. I repeat, there will be NO quiche available from the buffet car for the duration of this journey.’
And people wonder why we should re-nationalise the railways.
You Get What You Pay For
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
The Break-in
‘Mummy, I heard a noise’
Not this again. When Michael’s at home, she sleeps like a log. But when I want to get a good night’s sleep? There’s always something.
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…
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