Great Ideas

The Customer Loyalty Code - And How to Crack it.

Making Myself Redundant

The Customer Loyalty Code - And How to Crack it.

Getting the Balance Right Between Process and Passion

Too much self interest and short term greed can kill long term loyalty

It's All About Loyalty

Building Customer Loyalty through Experience Journey Mapping

The Survival of the Smartest

Think about what you think about and choose your focus with care

My top takeaways from the 2015 ICS Annual Conference

Moments of Trust

Think about what you think about and choose your focus with care.

A Car Rental Experience Gone Awry

What REALLY matters if you want Ever-Lasting Customer Loyalty?

What colour is your black belt?

Chris Daffy Videos

The right people for Service Work

Service Excellence Principles

High Performance Teamwork

Great Leadership