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From Boardroom to Bedlam: What Jason Manford’s Hotel Nightmare Teaches Us
Plus my book now out on audio
Jul 3
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🚨 The Human Experience Audiobook: Out Today 🚨
An out-of-routine and very short CX Stories today, just to let you know that The Human Experience book (have I mentioned I’ve written a book?) is out…
Jun 26
Broken Doors, Smashed Laptops, and Why the Moments that Matter, Matter
The one where everything gets smashed
Jun 19
PSG Win the Champions League - But Forget Who They're Really For 🏆
The one where I take a tour behind the scenes
Jun 5
Case Study: One Phone, Two Hours and a Lesson in Prevention
The one where I get in a hotspot of bother
May 22
👻 The Strange Rise of Service Avoidance
The one where I get ghosted
May 8
Enemy in Paris: The impossibility of the French Metro system (and why you still need humans to help)
The one where I get trapped in France
Apr 24
56% of leaders haven’t spoken to a customer in over a month 🤐 - New Report
A survey about surveys
Apr 10
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