Failure is an important part of success

brianKIt 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

A smarter future for rail customer service

Last week we attended a Passenger Focus event which was convened to discuss their recent research into passenger perspectives on the franchise process.The survey found that most passengers see this process as lacking transparency and only paying lip service to passenger needs  Continue reading

When things go wrong….. do the right thing!

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