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...
by Gerry Brown | Apr 1, 2015 | Uncategorized
In the constantly evolving world of UK retail, one name that may not be as familiar as others is Costco. Perhaps the clue is found in their full corporate identity, Costco Wholesale Corporation. Their traditional customer base has been small and medium businesses...
by Gerry Brown | Nov 4, 2014 | Uncategorized
We’d only been in the restaurant about three minutes, but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d chosen this restaurant in downtown Vancouver. What came through loud...
by Gerry Brown | Aug 1, 2014 | Customer Service Education
As mobile technology marches on unrelentingly and many device owners appear to be surgically or unnaturally attached to their smartphones and tablets, the concept of Bring Your Own Device (BYOD) has gained significant currency. Briefly stated, BYOD refers to the...
by Gerry Brown | Jul 30, 2014 | Customer Service Education
In a recent blog entitled Customer Service Education – A License to Skill, I spoke about the importance of rethinking, expanding and broadening career preparation for young people. In particular, the need for businesses and academic institutions to do more to equip...
by Gerry Brown | Jul 15, 2014 | Customer Service Education
The Road to a Brighter Future isn’t a Dead-end Street The despair was etched across Gavin’s face. His trembling handshake and hunched shoulders conveyed a very real sense of low esteem, dejection and hopelessness. We met at a student job fair last year where I...
by Gerry Brown | Mar 27, 2014 | Customer Experience
The original three Rs can trace their start in life as a reference to the importance of a strong educational foundation: Reading, Riting and Rithmetic. Depending on which account you believe, they appear to date back to the early nineteenth century and, despite...
by Gerry Brown | Mar 8, 2014 | Customer Experience
For those of you that follow this blog regularly you’ll know that I like UK Train Operating Companies (TOCs) as much as I like a tooth ache and that molar misery is always intensified by one of my regional carriers, First Great Western (FGW). My recent blog The Great...
