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.
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.
25 Things I Learned in 2025
Because no-one’s ever thought of doing a list like this before
Spa Visits, Warm Beer and Tom Hanks in The Terminal
The one where I do a lot of people-watching
Easy to Do the Easy Things, Hard to Do the Hard Things
The one where no-one is available to help with my query
The misplaced panic of unclear communication
The one where it’s not as bad as we think
Would Your Customers Buy You A Goodbye Card?
The one where my writing curse strikes again
Book Summary: The Power of Moments
Every now and then I read a book that has me vigorously nodding and relentlessly folding down corners (much to the disdain of roughly 50% of the population). The Power…
Case Study: A Love Letter to the Real King’s Cross
We’ve had our office in Kings Cross for nearly ten years now. Whenever I tell people, I always get the same question: ‘Oh, are you in the new posh bit,…
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