Do Not Reply: The Hidden Cost of Bad Customer Experience
What can a missed fridge collection, a DoNotReply email, and a fake name tell us about how companies waste money giving a bad customer experience?
A Technique for Producing Ideas by James Webb Young
In 30 minutes this book will tell you everything you need to know about creativity. Don’t read this blog, just buy the book instead.
The Biggest Bluff by Maria Konnikova
Learn about the importance of observation, attention, and self-control, through the Bond-esqe lens of professional poker.
Showing the Plumbing
When you’re stuck in the inner processes of an organisation, being a customer can feel a lot like trying to complete a level of Mario.
Track, Trace, and Race
Managing expectations well can relieve a lot of worry and stress. But the best companies do it in a way that creates fun and excitement, too…
Life Lessons from the Legend of Zelda
A few weeks ago, I had an epiphany whilst playing my Nintendo Switch. It This game of monsters and mystical lands is far closer to real life than I’d expected…
Time to Say Goodbye?
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
