Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a…
Category: Case Study
Profit, purpose and the power of advocacy
Recently I had the opportunity to learn more about UK handmade cosmetics brand LUSH. Ever since, I’ve been reflecting about a surprising discovery – the…
Creating a customer first legacy
Christian Dior’s customer-led approach created a poweful legacy Visiting the DIOR: Designer of Dreams exhibition in London this month I was stunned by room after…
Healthcare lessons from other industries: easy access to a doctor
Health services should put patient convenience first “The first rule of any technology used in a business is that automation applied to an efficient operation…
Introducing patient satisfaction initiatives in healthcare: lessons from other industries
Can we use an Uber-style service to combat bed-blocking? “Many health systems make large investments to improve the patient experience but fail to achieve their…
Traffic – a massive problem for some but a brilliant opportunity for one innovative company
I first visited Jakarta twenty years ago. Hot – often unbearably, noisy, sometimes smelly, but balanced by a dynamic vibrancy, plenty to do, nice people…
Tiny bookshop in a tiny town now branching into Asia
Thinking differently is within all of us By rights Wigtown should barely exist. It’s a tiny little town of barely 1,000 people in the west…
Putting compassion into customer experience
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on…
Pret a Manger – A Great Customer Brand with a Potentially Uncertain Future!
So much of Pret’s history has been steeped in a customer-first tradition. It is reporting best-ever business results. Every indicator shouts “success”. So why does…
JDSports – Bucking the trend and creating massive growth with average customer experience and a declining market
People don’t want to go into stores any longer and, for the vast majority, “in-store” sales are in decline. Online shopping is the only area…