Column by subject

Service delivery


What’s humanly possible Marketing Week, February 2019

Why it’s dangerous for marketers to get carried away with customer-service cognitive systems


Not at your service Campaign, October 2016

Why ‘surprise and delight’ is a great deal harder than it seems


Back to basics Marketing, November 2010

Spending on communications when customer service is flawed is a waste of money. Santander shows us why


In it together Marketing, July 2010

If there is a lack of rapport between service-team members, consumers notice it, and punish brands for it