what happens when the brand’s frontline doesn’t deliver – and why we should be bothered

The last couple of weeks for me have been about contrasts in customer service.  And they’ve all been frontline contact, whether face to face or on the phone. Take Holiday Inn Express.  Their website promises an improved experience with “Real Service. Really.”  But trying to book a meeting room and couple of bedrooms was more … Continue reading what happens when the brand’s frontline doesn’t deliver – and why we should be bothered

building momentum towards Carrieitis

 I think I’m developing a case of Carrieitis (an allergic reaction to all things Carrie Bradshaw). Such has been the depth and length of the build up to the new Sex And The City movie that its put me off going to watch it entirely. When Cynthia Nixon was on Graham Norton’s show the other … Continue reading building momentum towards Carrieitis