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...
by Gerry Brown | Feb 26, 2014 | Customer Experience
I’m sure that being stuck for over an hour on a cold train platform on a dark and stormy night in February was a major contributor to the already dark thoughts I had about South West Trains and the rest of the ghastly UK train operating companies (TOCs). My train had...
by Gerry Brown | Jan 24, 2014 | Customer Experience
Canada doesn’t often get a mention in world news, unless it’s an article on moose abuse or with the word boring attached to it. As Canadian comedian Mike Myers said “if everybody from around the world gathers, the Brits would say, ‘Our navy ruled the world,’ the...
by Gerry Brown | Dec 2, 2013 | Customer Experience
In an increasingly competitive business world, many organizations state loud and proud that customer experience is a key strategic initiative that promises great things for their customers. Published statistical evidence, aligned with my personal experiences, suggests...
by Gerry Brown | Nov 7, 2013 | Customer Effort
The famous South African golfer Gary Player was asked about whether his win in yet another major golf tournament was a piece of luck. His response; “The harder I work the luckier I get”, and it made me think about the on-going debate about whether customers want to be...
by Gerry Brown | Sep 10, 2013 | Customer Service Solutions
I recently moved house which, in itself is not particularly worthy of a blog post and would probably even fail to excite the most avid Twitter follower, as thousands of people up sticks every day. But it was that last fact that led to a minor eureka (that’s Greek for...
by Gerry Brown | May 21, 2013 | Customer Service Solutions
Our North American friends will know that in baseball if a player has a batting average over .300, he’s having a pretty good season and, according to Scorecasting, is paid over $3 million more than the average Major League Baseball salary. But when you look at it, a...
