A Remarkable Royal (Mail) Rumble
The one where I lose a parcel and lose my s**t.
Book Summary: The Power of Moments
Every now and then I read a book that has me vigorously nodding and relentlessly folding down corners (much to the disdain of roughly 50% of the population). The Power…
Case Study: A Love Letter to the Real King’s Cross
We’ve had our office in Kings Cross for nearly ten years now. Whenever I tell people, I always get the same question: ‘Oh, are you in the new posh bit,…
Supermodels, Swindon, and Rory Sutherland
Why do trains focus on time over comfort?
The AI Agent Customer Contact Conundrum
A couple of years ago, I needed to know quite urgently whether I was insured to drive my Mum’s car. I’d got the train to her house, but had to…
Three Lessons from the Institute of Customer Service Report
A good friend of mine, Tom Johnson, writes an excellent Substack full of boring charts. It’s called ‘Slow Futures’, with his point being that whilst lots changes, most things stay…
From Boardroom to Bedlam: What Jason Manford’s Hotel Nightmare Teaches Us
‘That’s somebody in an office, that makes a policy, that makes them more money – but they don’t have to deal with the sh*t.’ It’s not often I quote the…
Broken Doors, Smashed Laptops, and Why the Moments that Matter, Matter
You know what it’s like. You get the text, something bad has happened. The first text is to prepare you, steel you for what comes next. The second is to…
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