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.
A Photo Essay on Straightforward Language
Because of what I do, I get a lot of CX stories and examples sent in to me. I like to think of it as a cathartic service I provide…
There’s three of us in this marriage: designing for customers with a permanent +1
In some ways, my blog posts track what’s been going on in my life over the past ten years. When I moved house, I wrote a lot about kitchen and…
Back to School: Why the best leaders start life on the frontline
Every now and then, you’re lucky enough to see someone at the absolute peak of performance. Think Usain Bolt in the 2016 Olympics. Lionel Messi in the 2022 World Cup.…
Pole-Axed: Why bad customer experience is expensive to provide
You know what it’s like. One moment, you’re on a Teams call, chatting away like normal. The next, the pole which connects your broadband has been ripped out of the…
The unremarkable secret of a human customer experience
The thing about doing what I do is that you spend a lot of time seeing – and being told about – the worst in Customer Experience. It’s an affliction,…
Guest Post: Keir Starmer, HMRC, and a lesson in Failure Demand
A couple of years ago, the Financial Times reported that Taxpayers (i.e. people) had spent a combined total of 800 years on hold trying to get through to HMRC. 800…
Case Study: AirBnBust: What happens when certainty gets replaced by confusion
Around 2008, in the shadow of the financial crisis and the glow of this new device called an iPhone, a host of companies launched that redefined their sectors. Uber for…
Tied Up Too Tight: A human culture creates a human experience
An unexpected lesson about the importance of building a human culture inside an organisation.
