I travel a lot with work. It is not glamorous. I’d love tell you that when I said I was in K.L. I meant Kuala Lumpur, but unfortunately it is far more likely to be Kings Lynn (for those of you who are not from the UK, Kings Lynn is sometimes, albeit unkindly, referred to […]
Serious Business
I travel to London on the train more regularly than is pleasant At the end of each journey a steward passes through the carriages with a big plastic bag, collecting the rubbish. They never look too enamored with their job. This morning the steward entered the carriage and announced with a flourish: Any rubbish Laptops iPads Mobile […]
What is the Kano Model and Why Should You Care?
Customers are selfish people. They want everything, they usually want it now, and worse still, what they say they want and what they really want are not necessarily the same thing. Customers aren’t known for being clear. This is a bit of a problem. Fortunately in the 1980’s a very smart Japanese gentleman called Professor […]
The Question That Will Tame a Dragon
I sat on the train for a long time yesterday, bored out of my tiny mind, nothing to do. Idly I watched the steward push a refreshments trolley past. He stopped behind me and sold a lady a cup of coffee and a flapjack She asked for a receipt (I guess she could expense the […]
Let the Train Take the Strain
This morning on the train from Nottingham into London the “train manager” made an announcement: “Due to health and safety reasons we are only allowed to take 2 bicycles on this train, will passengers who want to bring a bicycle on the train please reserve a place holder, as in future they will be refused […]