Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by and large, businesses have shown commendable resilience in weathering the storm. For me, though, it’s rare events like the global CrowdStrike…
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the UK. In addition to the article, the comments from readers were equally revealing as they highlighted some pressing concerns: the…
We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless it is a blow to confidence and morale as 2024 gets going. On the positive side, the size of the…
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish the personal touch they received when they visited the iconic…