I was in a meeting with one of my clients recently where we were reviewing a document that dealt with how to get the voice of the customer more embedded into their project methodology. Following a battle with Microsoft Word's spell-checker the document referred to a project mythology. Laughs all round but this got me … Continue reading Business innovation 5) What’s your innovation mythology?
Another day of commuting, another day of misery on the District Line... however this blog is about celebrating superior service whenever it occurs and whilst my overall customer experience on the homeward journey tonight was less-than-superior due to a "customer incident" at Baron's Court causing the usual delays and confusion, the attitude of the tube driver … Continue reading London Underground: tube theatre
The New Year is typically the time when we resolve to give something up (looking at the date of the last post I wondered if I had temporarily given up blogging!) but for some businesses it's time to think about making customers form a habit - with you. I was struck by this thought recently … Continue reading Get your customers to form a habit