Category: Uncategorized

What's your Brailsford?

I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, music, the arts etc. One such insight that I have been using with my clients...

Health and safety law becomes the new excuse for poor customer service

After recently hearing that the Health and Safety Executive have a...

Connect at the awards

Have you booked your table yet for the UK Customer Experience Awards 2013? Space is limited and places are booking up fast for the prestigious event, which takes place in London on October 17. Finalists were announced at the end of...

UK travel sector research

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses...

Four ways to use five senses

A customer experience that’s a feast for the eyes – and the nose. Hollister’s unique sensory experience got Gaetan Germain thinking; how can companies utilise the five senses to differentiate their customer experience from their competitors? A visit to a Hollister clothing...

Innovation: It's all about permeation!

Before you start to read this article, take a break and make yourself a cup of tea. No, not by pushing buttons on a machine; make a proper cuppa and watch as the flavour and colour slowly seep out...

Becoming an Assertive Leader – Managing Conflict

Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour of...

The Power of Content Marketing and the Opportunities for the Customer Experience

Content marketing, the marketing technique of systematically creating, distributing   and recycling relevant content to attract, engage, acquire and keep customers. 2012 felt like the year that content marketing as a...

Rewarding loyalty

Why do we advertise? Is it because we are so proud of a new product that we have to boast about it to the world, is it because we want to entice a customer away from a rival or...

Customer Focused Strategies. Are they worth it?

Strategic thinking is ‘the art of outdoing an adversary, knowing that the adversary is trying to do the same to you’ (Thinking Strategically – the competitive edge in business, politics and everyday life: Avinash K Dixit & Barry J Nalebuff)....