Customer Service Conspiracy?

After a few negative customer experiences recently, I am beginning to wonder if all the service providers in the U.K. are in league with each other to provide equally perfunctory levels of customer service. Is there a conspiracy? When visiting my bank recently to pay...

What businesses can learn from London 2012

Like many others, I have been totally blown away by the success of the London Olympic and Paralympic Games these past few weeks. It’s as if a huge and unaccustomed wave of positivity has engulfed us and changed our lives, at least temporarily. The question is, are we...

Who is letting your customer service team down?

Have you ever arrived at the venue for a meeting or celebration and thought ‘Wow, this is an impressive-looking place. I’m looking forward to this!’ Yesterday afternoon I went to a meeting venue where I was speaking at a celebration party in the...

Thoughts on London 2012

I have been totally blown away by the London 2012 Olympics. There are a few days still to go and I am inspired by the sportsmen and sportswomen of Team GB, in particular, although there have been fantastic performances from many other nations too. I have been...