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.
Why Wait to be Asked: The Proactivity Problem
You know that thing where you’ve been thinking about something, and suddenly you see it everywhere? Like if you’re thinking of buying a new car, say a dark grey Volkswagen,…
Things Will Never / Maybe / Likely Be The Same Again
The one where we go back in time – and predict the future
Want to know what you really think about your customers? Just listen to what you say about them.
I’ve been reading Gill Ereaut’s excellent book on language (The Way We Talk Around Here: How your organization’s culture shows up in your language and why it matters), and it…
It’s not our fault, but it is our problem
A couple of weeks ago, a leaflet dropped onto the doormat and created a frisson of excitement throughout the house. Our favourite Indian restaurant – close to our old house,…
The Sandwich Slumber: Turning New Year’s Resolutions into Real Customer-Led Change
So, how are those new year’s resolutions going? This is usually about the time when those good intentions made whilst hanging out at home start to meet the crushing reality…
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
johnJsills 