About this site

This website supports what I’m thinking about – my blog: Knitting Fog – and provides information on what I do – my consulting/contracting business, Open Chord Ltd.

The blog started in 2007 as a guide to customer service and customer experience but has now evolved – after a gap of some three years – to take in broader business change issues. I’ve come to refer to these issues as ‘knitting fog‘ hence the title as I realised that that’s what I spend a large amount of my work life doing.

There are a few pages that codify, at a high level, my approach to change, from the development of a customer-focused strategy through to delivery of change. Further detail will be found in some of the blog posts.