The shipper is your retail experience – what travel companies can learn

A delay due to Storm Ciara means I didn’t get back yesterday – or today. Easyjet sort of coped. But there’s a lot of effort on both sides and lots of mopping up to do regarding payments and reclaims. On the good side, their app was actually up to date, the delay alerts came through […]


Looks like EDF gets to keep my business #honestyworks What? Why? What’s he on about? My Facebook and news feeds are a frenzy of stories about lying in public office, both sides of the pond. So much so that the Newsthump mickey taking story about £350m for the NHS feels flat compared to actual stories admitting […]

Don’t talk about me

Listening to this Economist article is different from reading it. Because they keep saying “Alexa” and Alexa is always listening and recognises her name…… Interrupts continue until they ask Alexa the weight of the sun in grams, an endless answer, and then tell her firmly to stop. Which stops the podcast too – as I’m […]

Winning at any price

Lewis Hamilton went down a long way in my estimation yesterday. For sulking afterwards … really. Vettel went up for not ruining Rosberg’s day by doing anything rash. Lewis was right to make a race happen in my view, but he left it way too late and probably knew it. Anything else is unreasonable to […]

A tale of two cities: The Internet of Things versus the Aga

Going through a kitchen rebuild….read half a house house rebuild…..I thought I’d check out all the internet of things I can buy for a kitchen or connected house. I did it out of interest in the earlier stages, but found nothing that life changing. Yes I could put a turkey in the microwave and it […]

Stolen phone: have you designed a moment of truth or undesigned a car crash?

Having had to fight off a would-be phone thief recently in Turin, I’m probably pretty aware as these things go. But not aware enough even for a rough looking Gare du Nord RER station. All the warning signals were there from lack of staff, people skipping trains, furtive eyes. All the zips were zipped etc. […]

Performance: Are you heading for the summit or the closed loop?

I had the great pleasure of working with Alan Hinkes last week. It was the start of the 10th year of our Chief Customer Officer Forum and we were honoured to host Alan. Who? What – you’ve never heard of one of the UK’s greatest sporting achievers? Imagine a cyclist who was brave enough to win a race in […]

Don’t test your product on the customer

Here’s great case of “you’re stealing my life“.  I bought a dog ‘wearable’. To experiment with. My wife’s a vet so it’s important to know. And besides everyone’s got a wearable for themselves already. It’s a Tracca and after reading up, it looks like the only one designed for the UK market in the UK. No […]

You’re stealing my life!

I often start with the ‘morning list’ when I talk at conferences about removing service effort and creating the emotions that match your brand. You know the tasks that auto-pop or a list on a bit of paper or the stickies around your screen. Not the ones for work. The jobs that have to be squiggled in between meetings. The […]

It’s renewal time again – how insurance has moved on. Or not.

Had to spend a bit of time late last night, continued this morning, to insure my Land Rover. Very pleasing to see how some things have moved on. And some haven’t. So here’s the latest journey between me and my suppliers, tracked ‘Me2B‘ style. Any comments from insurers welcomed, on or offline. To be honest […]