Budd Feed

How to unconfuse your boss about what you do

2012-02-06T00:00:00Z

An article about how an employee can take simple steps to progress their development and help their boss to understand what they do.

Stop Doing Dumb Things 2012 Unconference Announced

2012-02-01T21:16:35Z

We are delighted to announce this years Stop Doing Dumb Things Unconference! At Budd, we feel customer and employee experiences are connected, so we invite you to join us at the Stop Doing Dumb This unconference has been design to transform how your people treat these connections and what is great is that because we [...]

Happy New Year!

2012-01-05T16:45:00Z

Happy 2012 to one and all!! We hope you have all had a good rest over the festive season. We have had a busy start to the year already and with two newbies there is lots of change in Budd-land! To those of you who received one of our lovely 2012 calendars we hope you [...]

CCA Awards Glasgow November 2011

2011-11-16T00:00:00Z

This year's CCA awards were held in the star studded and glamorous location of Glasgow’s Hilton Hotel

CCA event and awards

2011-11-16T11:32:54Z

I was lucky enough to have to attend this year’s CCA event as Peter was in France and we had to have someone to give the Budd sponsored award of ‘Best Customer Experience Centre’ This task fell to me do, with the winner of the award this year being MBNA However, it wasn’t just [...]

Stewed Apple?

2011-10-25T02:52:06Z

My heart sinks for Apple. I was that ultimate fan selling 3 machines per day to strangers on trains. Converting friends and people at work, buying them for family. Blogging and shouting to all who would listen. And now only a few weeks later I am turning. Why? My expectations were different. Yes they were [...]

The Airlines – Emperor’s New Clothes

2011-10-14T12:50:52Z

An outstanding dumb moment this morning from BMI, flight BD081 On Weds I flew out to Belfast from Heathrow in row 6. I was only allowed to check in on a middle seat even though there the plane was half empty. As it turned out the window seat next to me was empty and I [...]

I don’t understand my bill! Now, that’s really frustrating

2011-09-29T18:56:38Z

“Unfortunately, there are still [water] companies that are letting customers down when it comes to service. We are pressing these companies to make further improvements to reduce complaints from their customers.” – Consumer Council for Water, 2011 Confusing bills, charging disputes, metering issues – it could be any of the utilities, it just so happens [...]

The blog holiday is over but some things stay the same

2011-09-17T01:20:06Z

I just noticed that I hadn’t blogged for 47 days – OMG. Still those of you who follow me on Twitter will not have gone hungry at least. Great service, useless service – the difference grows bigger all the time. Having travelled in the US and Europe over the summer, it focuses the mind on [...]

How you survey changes the feedback & the picture you infer

2011-08-01T18:09:21Z

I just had a typical feedback survey from Gatwick Airport car parking. I use it pretty much every week, for quick stops or weekend stays, since my other half lives in Ireland. I was struck by how the survey method was going to give them a warped picture and not get at what I wanted [...]

Is there any reason your site doesn’t work well?

2011-08-01T18:09:21Z

Do you go in and test your own website, every page and link, every day? Is that ridiculous or an obvious thing to do? I just tried comparing Eurostar with P&O Ferries for a booking later this week. Eurostar went straight through in a very few clicks and gave me the answer. P&O’s pop up [...]

We try harder

2011-07-14T12:21:03Z

This isn’t a complaint ( it will be if Avis take money from my credit card). It’s feedback to help Avis improve It relates to this Tuesday 12th July Belfast City Airport Buying a) I tried to book a same day before I left for the airport ( a last minute flight to spend a [...]

Trust is….

2011-06-24T13:38:31Z

Trust is like … well many things. Think of it in the context of your friends. Try this question: “I only spend time with people who…..?” “I respect? I like? Are passionate about shopping/football/etc? Are like me? Not like me?” I expect “who I trust?” must come in up for most people. So why would it be [...]

Give me your DNA even if it’s irrelevant

2011-06-24T13:38:31Z

This astounded me. You should read it as an email chain, starting at the bottom. Is a machine error or just a crass process? What a waste of everyone’s time! “Hello Thanks for your email. The characters from the security answer you’ve given in your email aren’t quite right. We need the 2nd and 3rd characters [...]

Identify the need and follow the journey

2011-06-24T13:38:31Z

In order to optimise self service or channel shift, there are a couple of simple places to start in a “Best Service Is No Service” solution: a) identify the customers’ need in the customer language and b) just test the journey and its variations. A good example yesterday, phoning my insurer to add a car. [...]

“I have a dream”

2011-06-24T13:38:31Z

Wow time flies and I realised I hadn’t updated anything here in the blog. All my online time seems to be going into the internal Budd wiki, the LimeBridge discussion forum, Twittering and keeping up to date through Twitter links, Linked In updates and connections, Facebook for private stuff and now lots of interesting discussions [...]

“Is social media customer service too challenging?”

2011-06-24T13:38:31Z

I saw this question posted on a Linked In forum. Here’s what I think and I wrote: “Important to define what you mean by “social media customer service”. At a number of levels Social is a way of doing business, of interacting and running our lives . Social media is a range of tools that [...]

The business case for systems thinking

2011-04-12T21:54:44Z

Is “the business case for systems thinking” oxymoronic? Depends what you mean by systems thinking…. If you mean what Senge and the whole systems thinking community mean by systems thinking in its widest sense then maybe. It’s a bit like saying “what’s the business case for thinking”. Now that’d make a great philosophy exam question. [...]

Whatever is rightly done, however small, is noble

2011-04-08T10:42:55Z

I was googling for this saying by Henry Royce and my own blog came up from 2007. Amazing what you forget…. A story prompted by co-presenting with Alan Hinckes who has climbed every mountain over 8000m and lived to tell the tale. Read it here. “What have you done that’s world class?” and tales of [...]

Colleagues – Raid that marketing budget!

2011-03-24T17:57:13Z

The 2011 Netpromoter benchmarks report does say lots of obvious things. But that can be useful when said with numbers. Take this parargraph: “Businesses are expected to spend $214.3 billion on advertising in 2011, according to SNL Kagan. But only 4 percent of Americans trust advertising the most as an information source when choosing products or [...]