My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a customer - wherever that happens to be. Sometimes this leads to me 'harping on' about how wonderful organisations [...]
Every time I join a new business, there are a number of things I insist on doing. Meeting key stakeholders is one. Finding and befriending the PAs is another (they are often among the most influential people in an organisation). Learning how the business works is another. These things might seem pretty simple, and indeed obvious. You are [...]
I woke up this morning to see and hear reports about the continuing demise of the British high street. According to the media, up to 30 high street chain stores are closing on a daily basis. These stores are being replaced by pawnbrokers, bookmakers and charity shops. Here is one perspective from the Independent newspaper [...]
The benefits of social media in the business world have been a hot topic of conversation for a few years now. Many businesses have started to adopt 'social media strategies', and are using the likes of Facebook and Twitter for marketing and customer service among other things. It is true to say that social media [...]
I am often asked how best to influence all levels of an organisation to focus on the customer. 'How can I get the board to listen to me?' 'I have the facts, but nothing ever changes'. 'Why do we keep taking customers for granted, despite knowing what to do to make their experience better?'. All [...]
