Blog
The customer isn't always right...
A recent customer experience led me to think about how customers don't always get it right...
We'
Blog
Daily notes and things that don't belong on my newsletter or in other tags.
Blog
The Overton Window
During my podcast listening yesterday, I heard a reference to 'The Overton Window', here's a short
Blog
Universal Basic Income
I spent my morning commute listening to Scroobius Pip interview Rutger Bregman about his new book, Utopia for Realists. One
Blog
Five podcasts that make your commute funnier
I spend two hours per day commuting in and out of London, and while I try and make efficient use
Blog
Measuring Customer Care Quality - a simple recipe
I was recently asked how to measure Customer Care Quality for reps - here are my key steps to setting
Blog
Why I'm giving up on Inbox Zero
I'm giving up on Inbox Zero.
To be fair, I think I've tried them all. Every
Blog
Productivity in Customer Success
If you are in a Customer Success or Service role, you've probably struggled with productivity. Your calendar and
Blog
Top 10 Movies of 2017
As seems to be a tradition on every blog in the world, my top 10 movies of 2017
are below
Music
Top ten albums of 2017
It's that time of year again where I review my top 10 albums of the year, and
try
Blog
Nemawashi
I came across the beautiful Japanese concept of 'nemawashi' yesterday, which is an informal process of laying foundations
Blog
Overwhelmed
I have spent this week feeling overwhelmed. Too many inputs, too many ideas, too many 'things'. I have
Blog
Simple productivity system
Don't spend too much time on productivity tools and systems.
Follow this simple rule - I’ve broken
Blog
Walk the journey
It's not difficult. Stop making it look difficult.
You are kidding no-one.
Understanding customer experience is not hard.
Blog
The Shortest of Poems
It's National Poetry Day in the UK, and Twitter [http://twitter.com/mattr]is
full of posts tagged
Blog
Planning for the future
“The future is not some place we are going to, but one we are creating. The paths are not to
Blog
Permission
I recently encountered someone who had built a barrier between them and customers because 'they had been told NOT
Blog
Leadership from Marshall Ganz
“Leadership is accepting responsibility for enabling others to achieve shared purpose under conditions of uncertainty” — Marshall Ganz
There is nothing
Travel
Jetlag or Soul Delay
> “She knows, now, absolutely, hearing the white noise that is London, that
Damien’s theory of jet lag is
