How to achieve happiness in life and work? Start by reading this psychological bible from the nineties…
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.
A good experience is great for customers and a cost-saver for organisations – whereas bad customer experience can be expensive to provide.
We’re all obsessed that everything is changing – when really almost everything is staying the same.
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.
Getting people to like your brand doesn’t always start with a flashy advert. In fact, it could start with their CV.
Creating a team of identikit colleagues may well be good for compliance, but it’s not good for creativity. And after a while, your best people will get fed up, and leave.
Throughout history, the close relationship between innovation and illegality has created great progress – and a great headache for the incumbents and regulators.