Gerry Brown

Measuring What Matters for Positive Customer Outcomes – The End is Insight

In 1977 an aspiring writer and self-confessed fan called Bill James began self-publishing an annual book titled The Bill James Baseball Abstract. It was...

“It Don’t Mean a Thing (If It Ain’t Got That Swing )” – Winning...

Whether or not Duke Ellington was a cricket fan, I don’t imagine that when he composed this famous song in 1932, that he’d expect...

Digital Acceleration – Foot down, brake off?

November 22nd will be the fifty fourth anniversary of JFK’s assassination and, for those of us that were alive then; we always seem to...

Digital Transformation & Customer Experience – Separated at Birth, Reunited by a Common Purpose

Do try this at home. Pick two or three of your favourite and most used smartphone or device apps, such as those provided by...

Digital Transformation – Hype or Hope?

Any organizational discussion on improving customer experience (CX) will undoubtedly find that the digital experience, and the overall digital strategy, will quickly find...

A small drop of compassion that unleashed a flood of goodwill and helped develop...

Margaret McDonald couldn’t stop shaking and shivering as the temperature in her small terraced house continued to drop precipitously. It gets cold and dark...

I can’t get no (Customer) Satisfaction – 4 Ways to get Customers Singing a...

Measuring customer satisfaction is often as unreliable and surprising as election or referendum polls. The downside of believing what people say they will do...

A Lasting Legacy or Eternal Damnation – Redemption is in the clouds

Great historical figures that perform daring deeds, live exemplary and inspirational lives or make massive contributions to humankind are rightly feted in history books,...

Sounds Good – Breaking the sound barrier and communicating with clarity

For those in Europe seeking solace from a soggy summer and a break from the baffling Brexit brouhaha there are few places that can...

Let’s Get Ready to Grumble! – The Ends Justify the Moans

Over 200 years ago, a humorous book entitled The Miseries of Human Life was written by the Reverend James Beresford. It was a...

It’s the Principles that count – 10 Ways to bring Customer Experience to Life

In an increasingly competitive business world, many organizations state loud and proud that customer experience is a key strategic initiative that promises great...

A Brand-Aid Solution: If your name’s on it make sure your heart’s in it

In 1961 a new motel opened in Toronto. It was built by a young man with no experience in the hospitality business. The chosen...

The Babe, Dixie and Billie – The importance of measuring what matters

In 1927 two men, separated by an ocean but united in desire, set records in their respective sports that have stood as enduring standards...

The Tour de France – A Customer Experience Tour de Force

Sweat poured from his brow as the contact centre agent searched fruitlessly for the critical data that the customer said he had provided to...

A small investment in Big Data helps a small business make big gains

I recently moved house which, in itself is not particularly worthy of a blog post and would probably even fail to excite the most...

Forget BYOD – Bring Your Own Attitude (BYOA) Comes Pre-Installed in Service Professionals

As mobile technology marches on unrelentingly and many device owners appear to be surgically or unnaturally attached to their smartphones...

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