Some time ago, I came across an article about a response a seven-year-old had received from Norwich City Football Club. The young fan had written a letter to apologise for not being able to attend her first match and to ask for a refund. A member of the Customer Service team, Emma, had handwritten a
Cat Navarro is the guru of process and COO of flown.com. I was lucky enough to speak to her about how agencies can use process to accelerate and streamline their workflows, the importance of great process and some excellent examples on how to break down and tackle process work. Why would you need to do
Happiness is a myth — at least if you look at it the way most people do. Most people see happiness as something they can have under certain conditions, for example: Having lots of friends Living in a beautiful place Getting recognized for accomplishments Whatever they’re chasing, they’re constantly running on a script that goes,
You can tell if a culture war is present by doing a quick test. Is anyone listening, or are they screaming? Does anyone want a solution? Culture war. It’s something that’s entertaining if you like your politics bloody, unserious and superficial, for it does not involve the desire to convince. If you like war, or
Anyone who has had the pleasure of seeing my face (and the backdrop of books behind it) on a BlueJeans call will testify to my love of books. I’m often unapologetically thrusting new reads or interesting articles toward my computer camera or posting out books to those I think will enjoy or benefit from them.