Here's a post aimed at providing some guiding principles and food for thought for anyone ready to tackle this knotty issue head-on   more »

If ever there was a storm in a teacup, this is it. Starbucks, bless them, desperately trying to re-build and re-energise, have adopted a new logo. So what? You may ask. What's the problem with that? Well, lots apparently, according to the American Christian far-right   more »

The attempt Starbucks is making to arrest a decline in business performance is unfolding into an interesting case study. In this special guest post, Maria Palma offers her up-to-the-minute views on what's they're up to, most crucially, if it's likely to work   more »

We're across in Dubai right now doing some proper work for a change. In the meantime, please check out our guest post on Maria Palma's excellent customer service blog   more »

In this special guest article, Kelly Erickson from VisionPoints, explains the concept and principles behind this new 21st Century battleground   more »

Wow! This might ruffle a few feathers. They're not our words, by the way, but over the past few days we've come across a couple of articulate arguments for the prosecution. Prepare to be challenged   more »

Here's a great current case study that describes the processes of success, growth and complacency as executed by one of our most famous household names. A classic lesson on the importance of a proactive continual improvement strategy   more »

Get your head round this one. A product that is proven not to work. PROVEN mind you, a household item too, but it exists only to pander to the uninformed perception of the general public. Read on for an insight into the power of perception   more »

It's been an interesting week. We've been busy running through our first QMS Lead Auditor Training Course, under the steely gaze of the IRCA, which means we've been a bit light on posts as a consequence. But the whole (ultimately rewarding) process threw up a number of key points, particularly regarding quality auditing in the service sector   more »

Amazon currently operate a policy of refunding the difference if you've bought an item in the last 30 days and they've reduced it. We've checked the process through and they are good to their word. So the first capable award for customer service for 2008 goes to Amazon. The article will tell you how you how to get your own money back...    more »

Here's an example of when you can have a just too much of a good thing   more »

In many ways America is the best country on Earth. Please don't feel that this article is about to attempt to knock a great nation down. It has exported some wonderful things, not least that for many years it showed us all the way to go on customer service. But sometimes ... well ... sometimes ... we really should have politely declined the gift   more »

There is so much bad service and short sighted customer relationship management about it brings tears to our collective eyes. It's not all bad though as JLab Audio demonstrated this week, and earned themselves some nearly free publicity as a reward   more »