smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Oct 25 2009

Two good reads: I Love You More Than My Dog and Don’t Mess With The Logo

Books can be like buses. The ones you want are conspicuous by their absence, and then two that you want come along at the same time.

Here are two recommended reads from us here at smith+co , both of which are just published.

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Shaun Smith
  • By Shaun Smith
  • Oct 11 2009

Royal Mail strikes hope for customer experience

I like my postman. He’s always polite, cheerful, smart and delivers my DVD rentals without nicking them. I also empathise with him. He has to get up at 5 o’clock every morning and deliver not only my mail, but also the Royal Mail brand values of “expert, proud, together, trustworthy and hungry”. Not so easy. (As an aside: hungry? Since brand values are ideally designed to be lived by staff every day, as they deliver those values through the customer experience, what exactly does that mean? That as well as getting up at 5am, my postie isn’t allowed breakfast before he delivers?)

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