The misplaced panic of unclear communication
The one where it’s not as bad as we think
Author: johnJsills
Would Your Customers Buy You A Goodbye Card?
The one where my writing curse strikes again
Book Summary: The Power of Moments
Every now and then I read a book that has me vigorously nodding and relentlessly folding down corners (much to the disdain of roughly 50% of the population). The Power…
Case Study: A Love Letter to the Real King’s Cross
We’ve had our office in Kings Cross for nearly ten years now. Whenever I tell people, I always get the same question: ‘Oh, are you in the new posh bit,…
Supermodels, Swindon, and Rory Sutherland
Why do trains focus on time over comfort?
The AI Agent Customer Contact Conundrum
A couple of years ago, I needed to know quite urgently whether I was insured to drive my Mum’s car. I’d got the train to her house, but had to…
Three Lessons from the Institute of Customer Service Report
A good friend of mine, Tom Johnson, writes an excellent Substack full of boring charts. It’s called ‘Slow Futures’, with his point being that whilst lots changes, most things stay…
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