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December 06, 2012
Hard to say I’m sorry…
‘Sorry seems to be the hardest word.’ I wouldn’t usually open an article by quoting Elton John. I am today, but only so I can immediately disagree with him. That’s because I think sorry is actually one of the easiest words....
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November 02, 2012
Your shoes or mine?
You know what it’s like, staring in disbelief at the TV, calling the contestant an idiot because they don’t know the answer! Of course, in the warm and cosy surroundings of our armchair, we usually answer in an instant, but...
November 01, 2012
10 lessons learned about customer experience
Over the 10 years working with leading global brands, we’ve learned that sometimes it’s executing the basics well that allows brands to break through to new levels of success. Here are some of the key lessons we’ve taken from our...
Rethinking the Risk and Reward Relationship?
The risk/reward principle is well understood, but is it a mindset – a particular lens for viewing life through, or something closer to the rules of a particular game? A game, moreover, often played by people who think of themselves as...
Gold Medal Customer Experience
What can we learn from the award winners? In the year of the London Olympics, the gold medals for Customer Experience were handed out at the UK Customer Experience Awards on Friday 21st September. Here, one of the judges, Paul Weald,...
The Customer Experience Business
Last month, in July, I gave a keynote speech at the Inman Connect Conference in San Francisco. At the 2010 conference we were awarded the highly-acclaimed title, “Inman’s Most Innovative Brokerage”. We won the award for our thought leadership in...
September 06, 2012
UK Customer Experience Awards 2012
The creme de la creme of Customer Experience Management gathered in Covent Garden on Friday 21st September to recognise and celebrate the excellence of their teams at the UK Customer Experience Awards sponsored by InsightNow. The Finals & Gala Awards...
September 05, 2011
The winning stories: the judge’s perspective
Have you ever wondered what makes a winning story? What are the factors distinguishing a great team from a good one? Is it a strong vision, teamwork, or strategy? In this article, I’ll share my experience as a judge at the...
