Blogging, journalling, general thoughts. If it's not on my newsletter, it's here.
I spend two hours per day commuting in and out of London, and while I try and make efficient use of the time, it is also a good opportunity to decompress and get some entertainment. Here are five podcasts I regularly listen to that keep me amused, I consider these...
Yesterday, I woke up in the future. A man, with a private company, has sent a rocket to space and left a car in orbit. It's truly the stuff of wild science fiction. I was just 6 weeks old when a man stepped on the moon, and a...
I was recently asked how to measure Customer Care Quality for reps - here are my key steps to setting up a simple quality monitoring process.As your Customer Care team grows in size and volume, you'll introduce more measures of quality, but this can get you on...
I'm giving up on Inbox Zero. To be fair, I think I've tried them all. Every system. They all work perfectly, I can get my Inbox Zero badge easily, the system gets implemented and my Inbox reaches Zero. But it's a game that never...
If you are in a Customer Success or Service role, you've probably struggled with productivity. Your calendar and inbox are at the mercy of your customers, and careful planning can disappear with a single customer interaction. I've spent thirty years in customer-facing roles, and have encountered...
As seems to be a tradition on every blog in the world, my top 10 movies of 2017 are below - along with a few memories of them. I didn't get to the cinema as often as I would have liked this year, but it was still a...