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Do smiley people make a difference…?
Don’t you think the smile is underrated? It’s such a funny little physical thing when you think about it…turning up the corners of your mouth, maybe bearing your teeth…not much to it really… But if the...
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Not them again?! …the trouble with M&S
Only three weeks down the line and I find myself writing about ”poor” old Marks and Sparks again. I wasn’t going to, but then yesterday evening I had my own personal encounter with their ‘gone off’...
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Must-have Service Systems 1
In this Frog Blog mini-series we look at the basic expectations that we all have as customers and the ‘must have’ systems to help our teams to keep our customers satisfied. In an age where everything...
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Must-have Service Systems 2
In this Frog Blog mini-series we look at the five basic expectations that we all have as customers and the top 5 ‘must have’ systems to give our teams to keep our customers satisfied. Expectation:...
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An American Tale
I’ve recently come back from a trip to the US where I spent a great deal of time researching the customer experience provided by coffee shops and restaurants on the Gulf Coast of Florida! It was tough...
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Planning a great year?
At the start of every new year an awful lot of people sit down and write their New Year’s Resolutions…actually no, that’s not quite true, most people don’t even write them down. But it is a ‘thing’...
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Self Sabotage for beginners…
According to those who know their business numbers, of the 4.5 million small businesses in the UK, around 50% will fail to make it past year 1, while 90% will cease trading within the next few years....
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How’s your burning desire?
I’ve been thinking a lot about desire this week…what it means to different people…how it affects the way you behave…what you feel and think…how you act. The dictionary defines it as ‘A strong feeling...
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Life. Purpose or process?
James Gandolfini died this week…it was unexpected…he was only 51. It came only a few days after I’d listened to a masterclass on ‘Life Purpose’ by my lovely talented friend Helen Evans…and it got me...
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The Communication Process…it’s personal
I’ve got a bit of a bee in my bonnet this week about communication…not the big customer communication stuff we’d usually talk about here…it’s the little stuff that’s got me all hot under the collar...
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