Creativity & Climate (Engine)
Customer Service Starts With Great Management
You cannot build a great customer experience on a poor employee experience. Why customer service is a management discipline, not a frontline function.
The Read
Idea to Value (Physics)
Customer Support Is Where Trust Is Built (or Lost)
Customer support is where the truth of your organisation shows up. Twelve principles for building a support function that genuinely serves customers — not one that protects management.
Learning & Practice (Flywheel)
Trade Skills : What Commercial Awareness Actually Means — and Why It Is So Rare
Commercial awareness is not just reading a P&L. It is five habits that determine whether ideas survive contact with reality — and why so few people actually have them.
Idea to Value (Physics)
The most hated customers
I once walked into a room and found a whiteboard headed "Our Most Hated Customers." On why service is never a department — it's a signal of how the whole organisation is actually built.