The Candidate

The recruitment industry has a problem. It has a bad name amongst candidates. Over the past ten years or so there has been a shift away from what was perceived to be a personal service towards an on-line keyword-led transaction.  Automation may have been necessary, even desirable in many cases, but a lack of focus… Read More


Upsetting the Apple Cart

Waitrose in Bath is under fire, not because of a lack of quality, value and choice in their product range but because regular shoppers seeking to take advantage of a ‘free coffee’ offer are obliged to queue behind locally-based vagrants who enjoy the same benefit without actually buying anything. Add to this a generally poor… Read More


Social Media: Opinions are like….

Social media, whether ‘open’ or in the form of, for example, a LinkedIn ‘Group’, can be fun, useful or even valuable. It can generate interest, dialogue, debate or disbelief in equal measure. Occasionally, it can provide the catalyst for positive action. The downside can be that everyone feels their opinion to be important. This may… Read More


Customer Effort: Back by Popular Demand

Regular visitors to our site will know that we’ve been talking about customer effort for a while, quite often to the unconverted, so we were pleased to read ‘Stop Trying to Delight Your Customers’, an article by Matthew Dixon, Lara Ponomareff and Anastasia Milgramm published in the Harvard Business Review in 2010. Academics catching up… Read More


Bricks and Mortar or Lifestyle Choice?

The building and construction industry is an accepted indicator of the health of the UK economy, in particular those firms engaged in house-building. Home ownership is a part of our national character, despite research showing that moving house is in the top 3 most stressful life events. Delays in progress coupled with a lack of… Read More