It’s The Thought That Counts
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.
Author: johnJsills
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.
Let Your People Go (And They’re More Likely To Stay)
Creating a team of identikit colleagues may well be good for compliance, but it’s not good for creativity. And after a while, your best people will get fed up, and leave.
Move Fast And Break… The Law
Throughout history, the close relationship between innovation and illegality has created great progress – and a great headache for the incumbents and regulators.
The Phone
Everything is exactly as it should be.
People in seats, looking smug, avoiding eye contact with new arrivals who are old, pregnant, or have a crutch. Others in the aisle, thrusting groins and armpits into the faces of those seated
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