Experience or Expense? - Last Resort - I've recently returned from my annual trip to the Lake District. I normally go in early spring, but for various reasons, I ended up going later this year. I also couldn't get into the resort I normally stay at........

Observation Post - Taking a Turn for the Worse - It seems to happen on quite a regular basis, that when your satnav has got you horribly lost....... 

Making Your Mark - Perfect Match? - Take any aspect of your organisation, and then research all the ways that it's being promoted – details of.......

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.......