A long boring customer journey in business banking

Health warning* – this is a long and detailed customer journey. It only goes to prove the cost incurred in not doing things well, in not listening and in having no systematic way to listen such as wocas – What our customers are saying. Received a phone call from an overseas centre saying they’re my […]

Proactive communication in policing emergencies

I was most impressed to find out real time there was a bomb scare near our office in Tottenham Court Rd – and well before it hit the news. At 12.50pm the Fitzrovia Partnership emailed with a police notification explaining there was an alert and to stay in the building or head away from the […]