I recently read a useful article by Don Peppers about how small businesses can use “data” to improve their experience in the Amex Open Forum.
And it... Read More
I recently read Don Pepper’s and Martha Roger’s new book on corporate trust titled Extreme Trust. The book argues that companies must have... Read More
‘Bloopers’ are minor details in an experience that are not right. They disrupt what is often an otherwise pleasant conversation with the customer, and can... Read More
That Apple’s new Map app doesn’t work, is well established. David Pogue summarised it neatly.
Maps is an appalling first release. It may be the most... Read More
At my office, Lilian came in with a zinger: she had called her Dutch bank - SNS bank. And a person answered the phone. Read More