November 18, 2013

Improving Government By Solving Complaints Is Good, Solving The ‘Silent’ Complaints Is Better

Recently, I read an article on the BBC site about how UK Cabinet Office minister Oliver Letwin wants to transform a large amount of the UK’s […]
April 27, 2013

Can we ‘rest’ more to improve our business performance?

Before I start, I warn you this is more of a thinking out loud piece rather than anything else. Anyway, as i was browsing my store […]
April 13, 2013

Customer service and the process of improving it

Today, I was thinking about writing a piece about customer service and the process of performance improvement. As part of my writing process I was looking […]
November 12, 2012

Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share […]