Poor Service Isn’t Always An Accident. It’s Often By Design


In markets without much competition, organisations can deliver bad service not because of poor design and management, but simply because they can. Benjamin P. Taylor shared a great thread on Twitter this week outlining the experience of attempting to get some housing support for an elderly relative. I say ‘great thread’ when I really mean … Continue reading Poor Service Isn’t Always An Accident. It’s Often By Design

The Complex Task of Simplicity


If you want to make things truly simple to use by your customers, you will nearly always have to make your organization take on more complexity – Gerry McGovern Yesterday, I delivered a talk at a conference that was aimed at getting organisations ‘back to basics’. The problem, I proposed, was that we live in a … Continue reading The Complex Task of Simplicity