What we can learn from frogs I’ve spent many a night taking groups out on…

“That was excellent!”. “Whoa, talk about brilliant service!” “I can’t believe what I just experienced.”…

The above statement challenges the commonly used motto “Treat people the way you want to…

I believe a key element that can drive the delivery of positive experiences for customers…

The essential elements of any good pirate story include a ship, one-eyed pirate, wooden leg,…

What adds richness to our lives are partnerships. Wherever you look you’ll find a partnership….

Focus on the projects that matter Focus on the projects that matter. This was a…

Just came across the following article which details how Monash University ran an immersion course…

Customer service is not servancy For this newsletter servancy refers to a practice where the…

One of my jobs as a Ranger when working with the NSW National Parks and…

Imagine putting a big radar dish on your head and using this as a metaphor…

One of the things I love about being involved with the customer experience profession is…