Believe in Better

On Saturday evening we went to hear my good friend Lauren Currie speak at the University of Dundee. Lauren is one of the people who've inspired me on my journey in the world of design over the last decade, so it's always a delight to see her. When she introduces herself on stage she'll typically … Continue reading Believe in Better

Let’s talk about paper

It's been a week of talking about paper. Specifically, organisations that continue to insist on printing & sending information to customers, whether they like it or not. In 2018 there's really no excuse for doing that. The common refrain is, "well, we've always done it like that". However that doesn't mean you should be. Last … Continue reading Let’s talk about paper

Dogs & Love Hearts – the Barnett Formula

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

Edinburgh’s Trams are not a good User Experience!

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!

Going the extra mile

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

Where Apex Hotels are going wrong

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 need to complain more!

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!

Why should you attend a marketing conference?

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?

Upping the pace

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