by Nick Drake-Knight | Aug 2, 2017 | Uncategorized
In my consulting work with class-leading B2C service brands around the world there is increasing recognition that focus on ‘customer service’ (an input) is the wrong place to start. By far the most effective strategy is to reframe and consider ‘customer feeling’...
by Nick Drake-Knight | Jun 25, 2015 | Uncategorized
My new book ‘What We Want: Patterns of Customer Desire™’ will be released soon. Below is an extract, introducing the learning principle of ‘Patterns Which Connect’, an operating method beneficial to all service providers. Enjoy this...
by Nick Drake-Knight | Jun 23, 2013 | Nudging
The origins behind Continue & Begin Fast Coaching® come from a diverse range of influences, including my own experiential learning and trial and error testing of hypotheses. There are influencing agents at work in Continue & Begin® some of which can be traced...
