17 Career Rules (and counting)
There’s a saying that you’re everyone you’ve ever met. Here’s a few lessons I’ve learnt from some helpful chance encounters…
Category: Popular Articles
Popular Articles
Stand By Me
Before lockdown hit, I went shopping with a customer to see whether how she said she shopped actually had any correlation to how she behaved. Spoiler alert: it didn’t.
Reading List
These are the non-fiction books that have shaped my perspective on the world, all scoring very highly on the controversial ‘page-corner-folding’ rating scale.
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.
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.
The Myth of Customer Loyalty
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
Things can only get…worse?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
