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Promises

18 Jun

I love organisations. I think the vast majority of them have good intent. They don’t set out at the beginning of the day thinking, “How can we screw our customers today?” And that’s not to ignore that some still do, but I see that as the exception not the rule. I’ve...

09:00 / Customer Experience / Promises
30 Apr

I am often asked, “What’s the one thing I can do?” My return question is most usually, “To do what?” Because it depends. Sometimes there is one thing. More usually there are a series of one things. But we seem to be hard-wired in organisations to look for a silver bullet....

09:00 / Promises / Smart Company