One of the things I do is run workshops on Customer Experience. We do an exercise where I get participants to tell stories about good & bad experiences they've had. Over the past few months one name has come up again and again when it comes to good experiences - Barnetts Motor Group. Barnetts are … Continue reading Dogs & Love Hearts – the Barnett Formula
We went to Edinburgh yesterday. When we go at the weekend, we tend to make use of the park & ride at Ingliston and take the Tram in to the City Centre. It saves paying a ridiculous amount for parking, and it's a lot less stressful. Over the past couple of years I've observed the … Continue reading Edinburgh’s Trams are not a good User Experience!
Yesterday afternoon I ran a customer experience workshop. In the second segment we broke the Customer Journey down into four phases - before, beginning, during & after, and looked in detail at what happens at each stage. Most businesses focus on the sale and then getting the service delivered, then move on to the next … Continue reading Going the extra mile
This blog is in danger of turning into the Hotel Inspector! That's not the plan, it's just that lately I've been spending a lot of time in hotels and, well, there are just so many things that you observe when you're there! In the last couple of weeks I've stayed in both Park Inn (you … Continue reading Where Apex Hotels are going wrong
We're not very good at complaining in the UK. It takes a lot for us Brits to get annoyed and make a fuss. But that's not helping anyone. Let me tell you why. Quite simply, if we don't complain when we're not happy, things will never improve. But we don't do it. I make my living from … Continue reading We need to complain more!
This summer I'm going to be speaking at TCMA 2016, the UK's leading content marketing conference. Over two days at the beginning of June, it's an opportunity to learn from some of the world's leading thinkers and practitioners in the content marketing space. Many people reading this post will be wondering exactly what content marketing … Continue reading Why should you attend a marketing conference?
I’m super excited to announce that I'll be speaking at #tcma2016 on 2nd and 3rd June in Edinburgh this year. Will you be there? Say hi in the comments section and let me know if you are going to be there. Visit www.tcma2016.co.uk and @hellocma for more info.
It's been an incredibly busy few weeks, and officially leaving my role at the University at the end of February has meant an even stronger focus on doing the One Thing that will move this business forward. This week I'm delivering 4 workshops. Crazy! Three of those are on customer experience, it seems that this … Continue reading Upping the pace
I've just posted a link to the One Day in Dundee video, part of the City of Culture 2017 bid. Watching that video gave me goosebumps & it was great to see so many people that I know featured. Having lived in Dundee in the late 80s and then watched the City's transformation, what's been … Continue reading Changing Mindsets
We're re-designing some of the rooms in our house at the moment and needed to look for some new furniture to fit in with a couple of our room ideas. Living in Inverurie, and both being pretty knackered after a busy week, we headed for Andersons, the local furniture store. We'd been last week too, … Continue reading It’s not rocket science