Customer Service

  • Appropriate Technologies
    By Kirsten Gibbs on April 20, 2021
    Appropriate Technologies
  • Recorded messages
    By Kirsten Gibbs on March 24, 2021

    When a recorded message really is the right thing to do.

    Recorded messages
  • Family firms
    By Kirsten Gibbs on March 16, 2021
    Family firms
  • Customer delight?
    By Kirsten Gibbs on February 23, 2021

    Really?

    Customer delight?
  • Promises, promises
    By Kirsten Gibbs on February 11, 2021

    Underpromise, overdeliver (not the other way around).

    Promises, promises
  • Here’s your welcome treat
    By Kirsten Gibbs on January 28, 2021

    Or, how to achieve the opposite of what you intend.

    Here’s your welcome treat
  • Self-determination
    By Kirsten Gibbs on January 18, 2021

    Or so we think.

    Self-determination
  • Meeting Spec
    By Kirsten Gibbs on January 12, 2021

    The starting point or the bar?

    Meeting Spec
  • She changes
    By Kirsten Gibbs on December 11, 2020

    As we all do. Services and processes should change with us - as far as we want them to.

    She changes
  • Them and Us
    By Kirsten Gibbs on December 9, 2020

    The easiest way to waste resources.

    Them and Us
  • Dead ends
    By Kirsten Gibbs on December 1, 2020

    Build services that help your team to deliver, with no dead ends.

    Dead ends
  • Maintenance
    By Kirsten Gibbs on October 28, 2020

    Not sexy. Essential.

    Maintenance
  • Exhausted
    By Kirsten Gibbs on September 28, 2020

    Online shopping is hard.

    Exhausted
  • Software error
    By Kirsten Gibbs on September 16, 2020

    Human solution.

    Software error
  • New driver
    By Kirsten Gibbs on September 15, 2020

    No score.

    New driver
  • Interference
    By Kirsten Gibbs on September 14, 2020

    It shouldn't be needed.

    Interference
  • Flipping
    By Kirsten Gibbs on July 17, 2020

    What if you flipped the order you do things in? Who would benefit?

    Flipping
  • My kind of self-checkout
    By Kirsten Gibbs on July 16, 2020

    Where you can see the supply chain.

    My kind of self-checkout
  • The Law of Attraction
    By Kirsten Gibbs on February 21, 2020

    It's not magic.

    The Law of Attraction
  • Triage
    By Kirsten Gibbs on February 5, 2020

    Prioritising on the fly.

    Triage