Doing a start-up reminds you how to dream, imagine, create and invent. There is no company in the world that doesn’t value those qualities. … Read More

I’ve come to the view that every widely held notion about job security is wrong. Many people think an employed job is secure and freelancing is insecure. I think the opposite is true. Freelancing is the new job for life. … Read More

My WIRED magazine subscription got delivered on the same day as my iPad. I still haven’t opened the paper version. I know several entrepreneurs whose attempts to charge for online content succeeded about as well as King Canute’s wave management. iPad apps might possible turn the tide against free content because the experience is so good. … Read More

Lots of strategic marketing is B2B.  But there’s not much strategic marketing resource out there on using social media in a B2B context. So here are three good places to start: Social Media & B2B View more presentations from Ryon … Read More

What is about advanced capitalism that reproduces primitive Soviet-style customer service experiences? what bank wouldn’t want to help a valued customer stressing out about her lost payment cards and personal data. Or so we thought. Five reasons why call centres end up failing. … Read More

Can any company with bad customer service survive in a world of ubiquitous social media? Here’s a small round-up of the many ways in which my local train company, First Capital Connect, is committing customer servicide. … Read More

Imagine the cost of bad customer service in a world where 200 million blogs exist and 34% of bloggers post opinions on products and services. Bad customer service begins to sound like customer servicide doesn’t it?
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This is an excellent government customer service innovation from Singapore. If you need to go to a health clinic, it’s useful to know how long you need to wait. By giving customers this information, clinics can cut costs by smoothing out service demand peaks. … Read More

I don’t often post other peoples’ content. But I thought this was such a great presentation about why “online” continues to be a disruptive technology. It encompasses beautifully why putting “eLipstick” on the pig of a fragmented legacy organisation doesn’t meet customers’ service and experience expectations. … Read More

I get unreasonably impatient with bad service but turn into a love-struck puppy when a company really impresses me. But to do that, doesn’t just mean exceeding expectations. It’s increasingly about doing the seemingly impossible. The amazingly lovely Elysium Hotel gave us one of the best customer experiences of our lives. So this is a ‘customer service postcard’ from our holiday. … Read More