A few months ago I was preoccupied with thinking about what was the best way to mark five years of social customer care; a space I had been and continue to be involved with since 2008. I decided to produce a retrospective that brought together some o...
After a staggering 35 year absence, the enigmatic Kate Bush returned to the stage at Hammersmith Apollo this week much to the delight of her adoring fans, not to mention an impressive list of rock stars and celebrities. Media coverage and reviews hav...
On the same day I started to review the widely reported EE plan to charge customers 50p to 'queue jump' (read article here) I foolishly lost my iPhone- yes you've guessed powered by EE. What a chance to try the service, having recently changed provid...
How about a little popmaster quiz to brighten up your Friday? OK, just one question: In what year did Sting release his album ‘Ten Summoners’ Tales’ (hint - the one with the hit single ‘Fields of Gold’)? The answer is ...
As the sun shines and we are all becoming a little more chilled, it seems cruel to inflict the agony of anticipated exam results on our youngsters. For Scottish students the wait is finally over, exam results arrived on Tuesday. Now of course it's no...
Greg Rutherford’s beaming smile spoke volumes this week as he won Gold for the long jump at the Commonwealth Games in Glasgow. Most of us remember his success at the London Olympics two years ago, but few of us appreciate that his last year wa...
Who wouldn’t want to be a mind-reader? Wouldn’t it save all the expense and time we currently devote to extensive structured customer feedback research? Or maybe we need to consider other ways to get inside the heads of our customers? ...
You might not know Pharrell Williams’ name but you’re very likely to have heard his song ‘Happy’ which is the most played song on the radio for 2014 so far. It has proved so universally catchy that the United Nations made...
Here’s a summer challenge for those of you with good memories (and maybe a few grey hairs) - cast your mind back 20 years ago and see if you can recall the summer of 1994 (and no cracks about if you can remember it, you weren’t there!). ...
Even Dolly Parton would have to admit it: the days of working ‘9 to 5’ look numbered as organisations of all sorts begin to wake up to the benefits of flexible working. This week the government announced that every employee now has the ...
We had a really inspiring venue for the launch of Global Standard© Version 6 this week at Altitude, with panoramic 360 degree views over London. It was particularly apt for a new era in Global Standard© that involves a 360 degree view of an...
Whether you’re glued to the World Cup action in Rio or hotly anticipating Wimbledon, there’s no escaping sporting fever right now. After England’’s upset against Uruguay this week, as well as sore hearts for fans, there will ...
Match ready Whether you’re glued to the World Cup action in Rio, hoping for a win in the office sweepstake or hotly anticipating Wimbledon, there’s no escaping sporting fever right now. As well as source of enjoyment, sport offers...
If you were in any doubt that the economy is improving, confidence is growing and people are on the move again, you only have to look at a surge in the numbers of people seeking passports and the UK Passport Office’s hapless efforts to deal wit...
In many respects we all have to climb a new mountain every day to impress our customers. But do we simply retrace our steps each time or do we learn from each customer encounter and use our knowledge to deliver a better service experience? It is ...
'Keep it simple, stupid' or KISS has become one of the most popular maxims of modern business and political leaders - though many struggle to live up to it. Adopted by the US Navy in 1960, KISS enshrines the principle that most systems work best if t...
A flurry of headlines this week underlined the extent to which we are dealing with an increasingly fragmented, and in some ways even polarised, customer base. The Sunday Times Rich List revealed that there are now more than 100 billionaires in the UK...
Recognising when our people do good things for us, our company and our customers is important - communicating the fact that we not only recognise what they do but appreciate it and are grateful, is equally important. Recruitment company www.monste...
It is good to end a busy week on a hopeful note, with fresh signs of a sincere commitment to rebuilding customer trust in sectors where trust had reached an all-time low and with the successful launch of our new MBA programme. Ian Peters, Managing...
If you have ever sat in the ‘quiet coach’ of a train you may have a sneaking admiration for Francoise Hollande’s decision to ban mobile phones from French cabinet meetings. With the French economy struggling, the President decided t...
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