LloydsTSB has just been dragged through the press (again) for the way it has been handling complaints from its customers about mis-selling them PPI (Payment Protection Insurance). To be fair, LloydsTSB are no worse than any other bank in this scandal and they may argue they are a bit better because they fessed-up first and […] Read More…
When we talk about developing new products and services, we use the words product and service as if they are interchangeable. In fact, the preferred shorthand is to use ‘product’ for both. However, I feel this masks a very real difference and can lead to dangerous misconceptions. To me, the difference is in the delivery. […] Read More…
Have you ever seen someone else’s dessert in a restaurant and thought “That looks fantastic, I’ll order that” only to be disappointed when you eat it? Or had what looks like a bowl of slop put in front of you and then found it tastes amazing? (If not, order Eton Mess next time it’s on […] Read More…