In Defence of NPS
If you’ve read my book (I’ve barely mentioned it…), you’ll know I’m not the biggest fan of feedback surveys. So, it’s not a surprise that people often take that to…
Author: johnJsills
The Barbershop Chronicles
Every time I go into my local barbershop, strange things happen. It’s a Turkish barbers, so you get the full works. Warm towel round the face, brief and underwhelming arm…
Case Study: The Secretly Disappointed
What happens when funerals meet feedback surveys? A fascinating lesson in leadership, it turns out. A few years ago, Richard Gomersall was asked to take over as Managing Director of…
Honest Burgers: What Happened Next
A few months ago, I wrote an article about how much I loved Honest Burgers. It may be the best article I’ve ever written. Why? Because now, everybody wants to go…
Mind The Gap
Whenever I host a workshop, I run an activity which shows how silo working gets in the way of creating a great customer experience. It’s a pretty simple exercise. I…
In Defence of Friction
My friend Matt Ballantine once said something along with lines of ‘removing friction is all well and good, but when you hit the brakes on your bike, you’d quite like a bit…
Deliverude: What happens when organisations just say no
In the past few months, two hilarious-but-infuriating stories converged in my inbox. Both were about food, both about organisations failing to take ownership, and both with that wonderful job-worthiness that…
VW, Banks, and the Real Customer Loyalty
Since my book was published (have I mentioned I’ve written a book?) one chapter has been the cause of around 90% of the comments I’ve received – The Myth of…
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