It was very refreshing to hear Conny Kalcher, VP Marketing and Consumer Experiences of LEGO, talk at a recent Big Questions Live show about their approach to innovation and driving customer satisfaction. She spoke candidly about failures at LEGO, how they learnt from those, quickly adapted and put in place alternative plans. Continue reading
Niall and I were decontrolled yesterday. A customer service representative and numerous other staff at Gatwick Airport informed us that we were being “decontrolled”.
What on earth had we done in order to incur this punitive treatment? Continue reading
Last week I travelled with Eurostar to a client meeting in Paris. On emerging from the Channel Tunnel in France we were informed that we would have to swap trains in Lille due of a technical fault with the train, meaning we would be over an hour late into Paris. Continue reading