Craig

Chasing, Pacing, Leading – You Choose

Posted on 15th May 201513th June 2015 by Craig

Our work is really all about people. We specialise in people because they are the ones who make stuff work or not. There is plenty of material about leadership, all good, but this might not the best position for every person. So this piece is about all of the three positions mentioned in the title. (more…)
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Satisfaction, does it really matter?

Posted on 10th April 201513th June 2015 by Craig

Twelve years ago this year, I hung up my customer satisfaction boots and set out to find out the answer to what actually made a difference for customers. I wanted to see if I could find something which would help businesses make better profits and for those not in the profit sector, operate more efficiently. (more…)
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Let The Good Guys Run Their Race

Posted on 18th March 20153rd July 2015 by Craig

I have been investigating services for a very long time and there is something which always prevails, which when you know and truly believe it, you can use to your advantage. That is that good beats bad every time, so why is service often poor? If you have just got off the phone from a call centre or left a service provider feeling annoyed, you might think this cannot be right, the default...
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The Three Key Questions to ask Customers

Posted on 20th February 201513th June 2015 by Craig

What would it feel like to know what those around us think and feel? We probably wouldn't like everything we found out but would it mean that longer term we could afford to be more honest about our own short comings and get something done about them? (more…)
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