Finding the Balance
A few years ago, I started seeing people levitating on the River Thames. As the months passed, more and more people seemed to be levitating on it. And then, eventually,…
Category: Customer Experience
Customer Experience Stories
The Vision Vacuum
I’ve recently had two fascinating conversations with friends who are back in the UK after a while away. And they both had the same question for me: what is going on? They…
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…
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…
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