Tag Archives: Values and integrity

Disgusted… I want authentic marketing

First of all I would like to say to the advertising agencies working on with the political parties for this election… tough gig – the fees must be nice – but, ugh, I bet the briefs you are receiving are cluttered – and the approval process a nightmare. I was watching ‘Top Gear ‘with my [...]
Posted in Customer Experience, Uncategorized | Also tagged , | 3 Comments

What is bothering me…

Trust is such a fragile thing. One knows that to be trusted is to trust. But what if you give trust – and it is not reciprocated. Is it a one off, can never ever be regained? Does trust need to be earned back, or proved? Isn’t this a contradiction in terms. Jim Collins told [...]
Posted in Input Please | Also tagged , | 4 Comments

The 10 point Customer Excellence Checklist

I’ve been reading the book ‘Delivering Happiness’ by Tony Hsieh CEO of Zappos.com. There are a significant number of similarities between RedBalloon and Zappos. As CEOs we both wanted to create a place where we too wanted to work. We both believe in experiences over stuff, we both believe that the key to success of [...]
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Five Ideas on hearth, home and harmony.

I was interviewed recently for an industry publication about my early days, family and getting ahead…. I thought I’d share my answers. Q1: You say on your website that “life is the sum of our experiences, not our belongings”. So can we have some thoughts on another sort of experience, the experience of buying a [...]
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Thoughts from a RedBalloon veteran

On Friday it was time to farewell an original RedBallooner - Sarah was with us in the very early days - and has seen the business grow from 9 people to its present 50. She has caught the entrepreneurial bug and started her own show a named ‘Lady Bug’ as a fully fledged interior designer. [...]
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