Andy Polaine
Smart companies trust people
I just backed David Hieatt’s upcoming book, Do Purpose on the crowd-funded publishing site, Unbound. David is a smart guy and a kind of serial …
Customer-Service
Services that fix services and the inverse experience umbrella
I often use air travel as the archetypal example of a multi-channel service that unfolds over time. Modern air travel consists of lots of minor annoyances that …
PayPal, A Customer Service Nightmare
Companies like PayPal are basically all service and no product, so it makes sense that they should spend a lot of their time on it as do First Direct. Sadly, …