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...
by Gerry Brown | Jul 26, 2017 | Digital Transformation
Do try this at home. Pick two or three of your favourite and most used smartphone or device apps, such as those provided by airlines, banks, hotels or retail organizations. The best examples will be where you need to create or login to an account, and/or authenticate...
by Gerry Brown | Jul 10, 2017 | Digital Transformation
Any organizational discussion on improving customer experience (CX) will undoubtedly find that the digital experience, and the overall digital strategy, will quickly find a spot on the agenda. A well designed and thoughtfully timed digital strategy can drive enhanced...
by Gerry Brown | Jun 15, 2017 | Uncategorized
Margaret McDonald couldn’t stop shaking and shivering as the temperature in her small terraced house continued to drop precipitously. It gets cold and dark early on a windswept December night in Glasgow and 2011 was a particularly cold winter. With her boiler not...
by Gerry Brown | Nov 8, 2016 | Uncategorized
Great historical figures that perform daring deeds, live exemplary and inspirational lives or make massive contributions to humankind are rightly feted in history books, statues, buildings and other visible signs of their time on earth. But they also leave something...
by Gerry Brown | Nov 4, 2016 | Uncategorized
For those seeking solace from a soggy summer and a break from the baffling Brexit brouhaha there are few places that can compare with southern Ontario’s cottage country where I spent a very pleasant break this past summer. Stunningly hot, consistently sunny weather,...
by Gerry Brown | Mar 29, 2016 | Uncategorized
Over 200 years ago, a humorous book entitled The Miseries of Human Life was written by the Reverend James Beresford. It was a satirical and ironic tome that recorded and praised the causes of discomfort in early 19th century England, that we would now term as “first...
by Gerry Brown | Sep 11, 2015 | Uncategorized
In 1927 two men, separated by an ocean but united in desire, set records in their respective sports that have stood as enduring standards of true talent and immeasurable value to their team. Babe Ruth hit 60 home runs for the New York Yankees, which was more than any...
