Experience or Expense? - Team Working? - Now I'm no football expert or even particularly like football, but I couldn't ignore the World Cup and what happened with the England Team. However, even though I don't know very much........

Observation Post - Seen and Not Heard? - Why is it that when some people are speaking on their mobile phone on a train, they feel the need to talk incredibly loudly so that everyone else in the carriage....... 

Making Your Mark - Heading for Gold/ Goal - Thinking about your team, take each of the six attributes above, and decide one way that your team could.......

Experience or Expense? - Hitting All the High Notes - I've been to quite a lot of concerts and music gigs in my time, and use music analogies in my keynote and workshops, to show the similarities between the structure and customer experience of a band and that of an organisation, as some of you know. I've recently........

Observation Post - Space Invaders - Humans are naturally territorial. We like defending our own 'patch', our turf. When people stand too close to us and invade our personal space it makes us feel uncomfortable. Why then....... 

Making Your Mark - An Emotional Experience - What sort of emotions are the experiences you're giving your audiences evoking in them, and are they the ones you want.......

Experience or Expense? - Knowing Me Knowing You - I've been using my current supermarket for many years now. It's handy for parking, they have petrol on site, I know the layout and where most things are that I want (except when they decide to switch things around!), so that makes for a rapid shop. I know........

Observation Post - Acting on Assumptions? - It's great when people use their initiative, but when they then take it a step further and add other actions to that, based on assumptions, it can all go very wrong....... 

Making Your Mark - One in a Million? - Think of one aspect of your customer experience, and consider how and indeed whether you're making your customers feel special in that, and giving them.......

Experience or Expense? - Repeat Performance? - I love the theatre, and am a huge fan of musical theatre, as some of you know. So much so, that there are some musicals I have been to more than once, in fact........

Observation Post - Who's in the Right? - Have you ever noticed, that we often think that when we're driving, we are in the right, and that pedestrians and cyclists are in the wrong, or do silly things and get in the way?....... 

Making Your Mark - Performing at Your Best - Choose one aspect of your customer experience that you deliver personally or within your team. How are you ensuring that the experience is consistent and of a consistently high quality every time?.......

Experience or Expense? - Speak Easy? - As you may know from previous newsletters, I stay in a lot of hotels, and have many very different experiences in them, the results of which however are applicable to other industries and types of organisations you may be in........

Observation Post - Not-Listening Skills! - Why is it that so often when, for example at a petrol station, you give your pump number and then ask if you can have a VAT receipt, does the cashier proceed to ask you....... 

Making Your Mark - Speaking Volumes - Try writing down all the ways in which your organisation, or even your team, seeks feedback from customers and partners. Consider.......

Experience or Expense? - Pains Taking Results - The wonderful BBC series 'Life' recently came to an end on our screens. It was narrated by the incomparable Sir David Attenborough and revealed to us some never before seen........

Observation Post - Misguided Information - Why is it that so many appliance user guides are more like misguides? Many have obviously been translated from another language and clearly haven't been.......

Making Your Mark - Taking Pains - Think of a particular customer experience your team has delivered to your internal or external customers. Were there any aspects.......

Experience or Expense? - What's in a Promise? - Some of you maybe remember from 2008 that I talked in a newsletter about my car insurance company and their apparent indifference to customer loyalty. Well thanks to the same company........

Observation Post - Sixth Sense? - Why is it when in casual conversation you talk about a specific household appliance having been very reliable, never broken down.......

Making Your Mark - Promising the World? - Make a list of all the promises you made to your customers during a specific time span in 2009, or for all of 2009 if they are major strategic ones that you want to measure.......