by Gerry Brown | Feb 21, 2024 | Uncategorized
Customer Experience at war with itself The first sentence of Leo Tolstoy’s novel Anna Karenina is: “Happy families are all alike; every unhappy family is unhappy in its own way.” A quick glance across both the mainstream media and the Twittersphere...
by Gerry Brown | Sep 12, 2023 | Uncategorized
UK Power Networks, a shining example of great customer experience Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power network companies.” No, me either. But when the power goes out, maybe...
by Gerry Brown | Aug 8, 2023 | Uncategorized
In a customer service world that just keeps getting worse, according to the UK CSI’s latest survey, it takes a stunningly incompetent organisations to screw up on multiple touch points or channels, in the matter of an hour. But those wonderful folks over at...
by Gerry Brown | Jul 28, 2021 | Uncategorized
There is a magical location in the Canadian Rockies north of Calgary known as the Continental Divide or the Great Divide. It’s where rivers drain and then separate to flow to opposite sides of the continent. The outflow literally ends up oceans apart, in the Atlantic,...
by Gerry Brown | May 27, 2021 | Uncategorized
Part 2 – Acceleration at the speed of Right The times they are a’changin – Bob Dylan. In part one of this blog I shamelessly took some credit for the positive changes that some companies had achieved during the Covid-19 pandemic, by suggesting that they had borrowed a...
by Gerry Brown | May 13, 2021 | Uncategorized
Part 1 – The survival of the fastest The future ain’t what it used to be – Yogi Berra. I was delighted to see that one of my favourite columnist Giles Coren, writing in The Times, published The Lockdown Things That Giles Coren Finds Common, in which he...
by Gerry Brown | Apr 3, 2019 | Uncategorized
In the year 5555 Your arms are hanging limp at your side Your legs got nothing to do Some machine’s doing that for you In the Year 2525 – Zager and Evans It’s not just the intelligence that’s artificial It’s perhaps no coincidence that Zager and Evans, who...
by Gerry Brown | Dec 5, 2018 | Customer Service Education, Uncategorized
It feels as if we live in an increasingly nasty world where a lack of civility and courtesy, an increase in bad manners, and an avalanche of negativity, especially in business, are some of the least bad outcomes. But fortune smiled on me recently and I was at a couple...
by Gerry Brown | Oct 22, 2018 | Uncategorized
In 1977 an aspiring writer and self-confessed fan called Bill James began self-publishing an annual book titled The Bill James Baseball Abstract. It was a 68-page compilation of lesser known and loved statistics that James had observed from studying the box scores (a...
by Gerry Brown | Mar 31, 2018 | Customer Experience, Uncategorized
Whether or not Duke Ellington was a cricket fan, I don’t imagine that when he composed this famous song in 1932, that he’d expect that the 2018 Australian cricket team would take his words so literally. For any of you that have been on a day trip to Mars, or for whom...
