In Defence of Friction
My friend Matt Ballantine once said something along with lines of ‘removing friction is all well and good, but when you hit the brakes on your bike, you’d quite like a bit…
Deliverude: What happens when organisations just say no
In the past few months, two hilarious-but-infuriating stories converged in my inbox. Both were about food, both about organisations failing to take ownership, and both with that wonderful job-worthiness that…
VW, Banks, and the Real Customer Loyalty
Since my book was published (have I mentioned I’ve written a book?) one chapter has been the cause of around 90% of the comments I’ve received – The Myth of…
McDonald’s, Arsenal, and the challenge of Human Automation
Just before Christmas, I found myself in a McDonald’s in Kings Cross at midnight. If you haven’t been there before, let me tell you. It’s an experience. A swarming crowd…
Extra: The Problem With Working From Home
Since Covid, there’s been a fierce debate raging over where the best place to work is. In one corner, the homebodies, extolling the virtues of no travel, a calm morning…
Complaints Handling Case Study
Those of you that have read my book (and if you haven’t, I’d love it if you did!) will now know about the greatest customer experience I’ve ever experienced. It was with…
All Tied Up 🎀
‘OK fine, I’ll wear one’ Five words which led to one of the most bizarre customer experiences I’ve had in years – and one which showed how expensive a bad…
The Problem with Fixing the Basics
Here’s an admission you won’t often hear from someone who works in Customer Experience. I really dislike the ‘let’s focus on the basics’ mentality. The same pattern is seen time…
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