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.
Mountain Rescue: How Good People Compensate for Bad Systems
‘Hi, on Saturday we fly home, but want to climb a mountain in the morning. Would we be able to have a late checkout, so we can have showers when…
Pizza Express: meaningfully distinct, or distinctly average?
A few years ago, in the heyday of their 2-for-1 voucher offer, Jamie Douglass sent me the most brilliant story about Pizza Express: ‘I just went to the local pizza…
The Fabric of Customer Loyalty (or how to earn, not buy, customer decisions)
My Dad used to collect old newspapers. Well, I guess to him they were just newspapers. But now they’re pretty old. As much as I enjoyed seeing how the stories…
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,…
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