If you're in need of an aide memoire to help structure your business planning process I'm delighted to offer a simple one page guide. Why one page? Well, planning can be a complex process once you start to consider all the various factors that need to be taken into consideration so it's best to start … Continue reading Free planning guide
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to do. Reviewing our various activities over the coming months we decided there was no way we were going to be able to do what we’d … Continue reading The power of No
A distant reminder of Candid Camera is nothing to smile about As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of pranks on unsuspecting members of the public filmed by hidden cameras it provided some guaranteed laughs and played to this child’s sense of mischief. One … Continue reading Improve your customer service with more “gorms”
A non-toxic theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier to get one fairly cheaply (thanks to TodayTix) – your elation can be followed by a sudden lowering of expectations: the venue will be crowded … Continue reading Making customers feel welcome is so easy but why is it still so rare?
I'm starting a series of short videos to explore how permaculture principles can help an organisation create a sustainable culture change. https://vimeo.com/359743473 In this first video, I introduce the concept.
Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will know who’s unwrapped and binned or attempted to recycle the plastic from their weekly grocery shop. With images of plastic-bound sea life in our heads … Continue reading Want to change your culture? Go green…
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the hospitality industry. But a recent experience made me realise that hospitality businesses rarely offer hospitality that feels genuine – like a good evening spent having … Continue reading How often do you offer genuine hospitality?
Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things teams hate about you was on LinkedIn. I clearly hadn’t woken up as I thought the article was 15 things you hate about LinkedIn. To … Continue reading Can CX save us from a bleak future?
Sometimes it pays to listen to the minority view The recent D-Day commemorations have reminded me that last year I saw a great play about weather forecasting… don’t stop reading there because it was weather forecasting that made D-Day successful and that, in turn, made me realise how important minority views can be. Under pressure … Continue reading Listening to dissenting voices could be your organisation’s D-Day
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets to sit and socialise or work in. When I’m working at home and need a change of scene, I often take myself off to one … Continue reading To keep your fickle customers, focus on repeatable great experiences