Can I Borrow A Cup Of Wi-Fi?


I’m on holiday. I’m flicking through Twitter and sipping a beer in a village bar. Outside, some Thai kids are playing a game on the smartphone they’ve borrowed from their Mum. Locals pop in every so often to sit down , catch up on gossip and read their emails. What’s wrong with this picture? Here … Continue reading Can I Borrow A Cup Of Wi-Fi?

5 Surprising Customer Service Experiences ( and what they tell us )


If you put “Customer Relationship” into Google you will most likely get a diagram like this. Which doesn’t look like any relationship I’ve ever had. Another January, more High Street woe , more stories of how customer service is declining. My belief ? Service is actually improving in the UK. But far too slowly compared … Continue reading 5 Surprising Customer Service Experiences ( and what they tell us )