Customer Experience

A recent experience got me thinking about how inconsistent delivery of unheroic stuff is a surefire way to lose customers and erode the value stored in the brand. The story began when I opened my 2024 car insurance policy. My jaw dropped. After ten years with the same insurer, I’m used...

"Instead of bringing back 1600 plants, we might return from our journeys with a collection of small unfêted but life-enhancing thoughts." Alain de Botton Travel always reveals… something. A recent trip reminded me of the importance of getting the essential things right.  No matter what your business does. There is one thing that is...