February 1, 2024
Frustration
Next time you hear a small-business employer saying: “Why can’t people just do things the way I want them done?” … Read More “Frustration”
Category: Customer Experience OurScore
January 25, 2024
Exceptional service
I’m a fan of the 80/20 rule when it comes to documenting processes in a Customer Experience Score. Trying to … Read More “Exceptional service”
December 15, 2023
Renewal
“The worker at bench or loom must put something of himself into his work, and as constantly draw upon his … Read More “Renewal”
December 8, 2023
What’s music got to do with it?
Over the last week, I’ve been working though my thinking on why a business is a system for making and … Read More “What’s music got to do with it?”
December 7, 2023
Props
As soon as you see the deerstalker hat, the meerschaum pipe and the magnifying glass, you know exactly who the … Read More “Props”
December 5, 2023
Roles
“Role: For most of us, the role we play most is the last one. Often without a clear idea of … Read More “Roles”
November 28, 2023
Client feedback
Feedback isn’t just for your team. For example, the people at Zoe have really thought about how to use feedback … Read More “Client feedback”
November 24, 2023
Enabling responsible autonomy
Jazz or classical, cover version or original composition, one of the beauties of writing down your music is that with … Read More “Enabling responsible autonomy”
November 10, 2023
Why have a score in front of you?
Someone asked an interesting question on James O’Brien’s Mystery Hour phone-in yesterday. It went something like this: “Why do orchestral … Read More “Why have a score in front of you?”
November 3, 2023
Making practice perfect
It often seems like the best kind of training is ‘on the job’. After all what could be better than … Read More “Making practice perfect”