Common (Sense) People
After a few years of moaning via my irregular articles, I’ve finally switched broadband providers. And for the most online of online services, the experience reminded me of a fundamental…
Making Things Better For Customers
Customer Experience Stories
After a few years of moaning via my irregular articles, I’ve finally switched broadband providers. And for the most online of online services, the experience reminded me of a fundamental…
The one where I lose my luggage and get attacked by an angry mob
We live in an epidemic of feedback requests. But rather than helping companies to understand their customers, it might be hindering them instead.
A simple story of a clothing company dealing with a particularly pedantic problem
Focussing on the outcome, not the question, will mean you never need to ask ‘Is there anything else?’ ever again