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.......

Experience or Expense? - Missing Link - A few weeks ago I attended a conference at a large exhibition venue. I decided to go by train........

Observation Post - Christmas Comes but Once a Year? - Christmas may come but once a year, but it seems to last for an increasing number of months!.......

Making Your Mark - Linking Up - Have you considered where the limits are to the information your team or department gives out? Does information stop at.......

Experience or Expense? - All at Sea - This summer I decided to book myself onto a dolphin, whale and shark watching trip off the south coast........

Observation Post - Ramping up the Service - I am amazed that some hotels still only have steps and no ramps to access their reception area.......

Making Your Mark - All Aboard? - Next time you're about to deliver a service or experience to a customer or partner, internal or external, before you do so.......

Experience or Expense? - Draining Experience - A few months ago I had to make a relatively late hotel booking in London. As the hotels I normally would stay in were either full or........

Observation Post - Treble or Quits - Why is it when you receive an unwanted telephone call trying to sell you a new kitchen, for example, and when you tell them.......

Making Your Mark - Plugging the Leaks - How many contrasting experiences are you giving across your organisation? Do you really know?.......

Experience or Expense? - Stating the Obvious - I recently spent a fabulous week in Cornwall, despite the thrashing rain on some days which gave my holiday more an air of........

Observation Post - Weighted in Your Favour - I buy a lot of fresh produce from the supermarket, and I'm always trying to compare.......

Making Your Mark - Image is Everything - Pick two or more teams in your organisation, and ask them to take a close look at each other's area. Ask them to note down what.......

Experience or Expense? - Giant Leap For Mankind - Unless any of us have literally been on another planet, I don't think we can have failed to see the news that this year is the 40th anniversary of the first moon landing........

Observation Post - Uninhabited Planet - Why is it that often when you phone a good number of companies' customer service lines and supposed, 'help' lines, no matter how many options you press.......

Making Your Mark - One Small Step For Man - Try taking one area, aspect, task or project of your role. Once you're focused on that, ask yourself two questions: The first being.......