Customer Centricity and the curate’s egg

November 1, 2016

The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. It has increasingly found its way onto the agendas of board rooms around the globe, but for most it has remained a concept rather than a reality. Customer centricity is somewhat of a curate’s egg, with some good bits and some


A Shedload of Trouble – Tigersheds Revisited

August 12, 2015

It has been three months since my last blog relating to Tigersheds and a lot has happened in the interim. Although my issue has been resolved, it would appear that other people are having similar problems to me. Within a couple of days of my first blog post, I received a phone call from a man at Tigersheds who said that they would like to discuss the issue with me.


Customer Experience isn’t something you do…

February 26, 2015

Like many operating within this sector, I can be as guilty of this as anyone. Most of us have done it at one time or another. In fact, most of us do it most of the time. Q: “So, what do you do professionally?” A: “Oh, I’m in Customer Experience” It is probably fair for us to call ourselves Customer Experience professionals, however there is a real danger that we


Doing the Opposite, Part 4: Unlimited Holidays  

October 27, 2014

Now onto the topic of offering staff unlimited holidays… This isn’t just an idea. This concept came into the news about a month before this article was written, as Sir Richard Branson announced that he was allowing his personal staff to take unlimited holiday, which has thrown up a lot of debate within the press ever since. This idea is most definitely one for the ‘Doing the opposite’ debate. As


Doing the Opposite, Part 3: Deliberately Making Mistakes…

October 19, 2014

The next two parts of the ‘Doing the Opposite’ series focus on the subjects of ‘deliberately making mistakes’ and ‘unlimited staff holidays’, the second of which we will come onto in the next blog. Both are quite controversial and require an element of ‘tongue in cheek’, however they do have some interesting principles that could be of genuine interest to contemporary business. Now just to get things straight – I’m not





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