communication

MIND THE GAP, PLEASE: The Say-Do or the Intention-Action Gap “People don't think what they feel, they don't say what they think, and they don't do what they say.” - David Ogilvy

I am not in my Flat: CUSTOMER SERVICE AS A REVENUE DRIVER? The uncertainty of a wait generates significantly more anxiety than the actual duration of the wait itself. Early in my career, I was managing a dry goods team at Waitrose and what was instilled was that customer service wasn't just a desk at the front of the store but also included keeping shelves stocked so a customer could actually complete their shop. Making the experience a good one (or at the very least not a

The Big Tent Messaging Trap The Big Tent Messaging Trap