/Thoughts

Necessity is the Mother of Invention - Call & Collect!

This isn’t a story about time travel back before Click & Collect become an online best practice, rather it takes place today, in the...

Disappointing Customer Experience Averted

What Gets Your Goat – Instalment #4 I am a big fan of Nespresso. The thought of a great cup of coffee is what gets me out of bed in the...

When Listening Allows You to Discover A New Revenue Stream

What Gets your Goat - Instalment #3 At /ASK our philosophy is that if you don’t /ASK they can’t say Yes. We have spent decades asking...

Netflix - The Cancellation Conundrum

What Gets your Goat - Instalment #2 From the time I was old enough to advocate for myself, I’ve spoken up about illogical policies and...

What Gets Your Goat

As a customer and business girl, I keep a running list of the things which get my goat; from poor user experiences, to policies which...