Are most complaints a result of multiple failures?
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
The dangers of big data & metadata
It’s important to always be mindful of your customer. It seems to me that with the advances in technology and the exponential growth in data collection and storage, companies are increasingly looking to better use this data to gain an advantage. Which is great and can provide wonderful insights in...
There is no such thing as ‘Left Brain’ or ‘Right Brain’ thinkers…
Are the left and right-hand side of the brain mutually exclusive? This came up on my newsfeed recently – Right Brain Vs Left Brain Creativity Test. The site’s owners indicate that ‘Creative people use the right side of their brains more than the left’ and the site’s quiz will help you...
What is the worst Customer Experience that is created by Apple?
Apple, I expected better from you! This morning I found out that one of my favourite artists had released a new album (Megan Washington in case you were wondering!) so I jumped onto iTunes to purchase.
Doing something badly doesn’t necessarily mean the solution was wrong
The coal face. The front line. The people that do the actual work. These are the people who understand how an organisation delivers their product or service.
Your flight attendants will now point out your nearest exits
As someone who works in process improvement, I’m constantly intrigued by the process decisions that I see companies make. This morning, it was British Airways.
Is Myers-Briggs any more useful than a Horoscope?
In my very first Team Manager role early in my career, my employer put all of us through the Myers-Briggs personality test (also known as MBTI).
Why can’t you record a phone call using your iPhone?
A little while ago, I was preparing for an important phone call and I thought to myself – I might record this so I can review it later and be sure I missed nothing.
Everything’s changing, but perhaps not as much as we think
So this graphic popped up on my newsfeed a few times recently. I like its overall idea – in the new century, things are changing and we need to change with them.
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