Category Archives: Customer Service

Dominic Monkhouse-Profile in Real Business

“We don’t want to be the biggest, we just want to be the best” Peer 1 Hosting‘s Dominic Monkhouse on the pain of bad customer service and the importance of keeping a “screw them” fund. Name: Dominic Monkhouse Role and … Continue reading

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Lawrence Jones you old tart…

Image via Wikipedia Well well well, Lawrence Jones over at UKFast has put fingers to his keyboard to write a few kind words about me and my time at Rackspace. He even goes so far as to say I have … Continue reading

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Let My People Go Surfing

Let My People Go Surfing: The Education of a Reluctant Businessman You see, its nothing more than just plain old common sense. You find something you can be passionate about and turn it into a business. Then you surround yourself … Continue reading

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Win the Battle with Remarkable Customer Service

Image via Wikipedia Rajan Sodhi thanks for your comments. Some coverage in BIG Marketing for small business of a piece by Steph Welstead of Growing Business. The most inexpensive yet impacting way for small businesses to compete with the big … Continue reading

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be kind – pass it on

Amazingly simple and interesting viral idea. At itlab we gave all new employees £5 and ask them to go forth and commit random acts of kindness, part of helping them see how to live the core values and learn to … Continue reading

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Service Standard: Good Start, But Don’t Stop There

Image by libraryman via Flickr “…universal truths by which all customer service can be measured. This can’t be the case.” Frankly – that’s just plain wrong. There ARE universal truths about customer service and if the ICS audit seeks them … Continue reading

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NPS drives itlab to new heights

I love the Net Promoter Score (NPS) and defend it regularly against criticism.  Many of the critics comes from the customer survey industry, who it must be said have a vested interest, a regular single question sort of makes they … Continue reading

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