Category Archives: service quality

Does it have to be like this?

It’s been quite a week or two from a number of perspectives, with several occurrences that have caused me more than a little pause for thought (and emotion) around people, services, systems and perhaps leadership. The examples and analysis I offer are less felt as an organisational consultant, ‘though I do analyse these things from more than one perspective, and much more about what I find as a consumer, client, customer; call me what you will. Nor are these stories meant as gratuitious criticisms, borne out of a simple impatience or ingratitude. They are offered more as a narrative as… Read more
Posted in appreciative, Behaviours, Culture change, customer service, leadership, Leadership styles, Metaphor, reputation, service quality | Leave a comment

More on Nokia, Santander and service quality

After yesterday’s blog highlighting the groundbreaking work of public and third sector services in supporting families with multiple problems and challenges, I couldn’t help but return to another service related theme. In August I wrote about the appalling quality of a mobile ‘phone product of Nokia that had blighted part of my life and business. Not opinion – fact, based on a personal experience. I also reported a while before that on Nokia’s collapsing market value, i.e. from £200bn to £15bn in ten years. I made connections between the quality of their product and this collapse. Now, some of that… Read more
Posted in individual, Nokia, reputation, Santander, service quality | Leave a comment