Getting to the MEAT of the problem with Carillion
The Carillion business model has always been flawed and the cracks in it have been there for all to see for quite a long time.…
Category: Knowledge & Education
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…
Ooh, Uber – look behind you!
At this time of year, at least in the UK, we love a pantomime villain that we can hiss and boo at every time they…
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…
Try this Customer Innovation technique
I promise in my workshops that I can teach people how to innovate. Really? Is this possible or is this simply a set of techniques…
People not process will turn your complainers into raving fans
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s…
4 questions to check… are you exploiting your complaints goldmine?
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up…
The good, the bad and the ugly: Thames Water
If there’s one thing that makes my blood boil – It’s seeing a company get away with providing repeatedly poor service and get away with…