Being Customer-led During the Covid Crisis
Through the deluge of emails from corporate CEO’s, one thing has become clear – the best businesses put humanity first.
The Reservation
‘Ladies and Gentlemen, I’m sorry to inform you that we’ve run out of quiche. I repeat, there will be NO quiche available from the buffet car for the duration of this journey.’
And people wonder why we should re-nationalise the railways.
You Get What You Pay For
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
The Break-in
‘Mummy, I heard a noise’
Not this again. When Michael’s at home, she sleeps like a log. But when I want to get a good night’s sleep? There’s always something.
Big Little (Brand) Lies
Telling people what your brand will deliver is important. But delivering it is even more so.
‘Flow’ by Mihaly Csikszentmihalyi
How to achieve happiness in life and work? Start by reading this psychological bible from the nineties…
It’s The Thought That Counts
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.
Money to Burn
A good experience is great for customers and a cost-saver for organisations – whereas bad customer experience can be expensive to provide.
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