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Category: Popular Articles

Popular Articles

Posted on September 4, 2020January 1, 2021

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…

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Posted on August 27, 2020September 15, 2020

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.

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Posted on June 23, 2020November 23, 2020

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.

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Posted on October 10, 2019November 6, 2020

Everything Changes But… Everything

We’re all obsessed that everything is changing – when really almost everything is staying the same.

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Posted on September 19, 2019September 15, 2020

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.

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Posted on July 4, 2019September 15, 2020

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.

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Posted on June 13, 2018September 15, 2020

The Myth of Customer Loyalty

As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.

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Posted on January 19, 2018September 15, 2020

Things can only get…worse?

We live in a world that is perfecting the functional experience at the expense of the emotional experience.

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