As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of. Arsenal, Tottenham Hotspur, Chelsea, Crystal Palace, Fulham and Queens Park Rangers are among 14 professional teams based in London, still competing in the top four divisions [...]
I first wrote a blog post about Tesco two years ago. Entitled 'Tesco: Hero or Villain – You Decide', I made the case for Tesco being a hero - achieving huge financial success due to its ability to do everything the consumer wanted it to do. I wrote: Being blunt, Tesco have done what every retailer [...]
Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However, over the last couple of weeks, a number of incidents that I personally have either experienced or read about have [...]
Unless you have been living in a cave, you could not have avoided the recent horse meat scandal. The scandal is still raging in fact, with the focus most recently shifting to the meat that is really in our curries. One of the key words that underpins any customer experience is TRUST - something the [...]
20 years ago, you could walk over London Bridge - make that any bridge in the UK for that matter - and be pretty sure that almost everyone traversing the bridge with you would be wearing something from Marks & Spencer (M&S). The things they would be wearing would very likely be pants (underwear for [...]
