Drive revenue with great customer experience

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Ryanair: Anti social media? Or just antisocial?

The Guardian newspaper has commented on a series of rather blunt and insulting messages from Ryanair to a blogger. Some commentators are suggesting that…

February 27, 2009 | Forrester

Moving to London

Dear Clients, Partners and Friends, Please excuse this impersonal message: It seems to be the most efficient way to inform everyone that I am transferring…

February 26, 2009 | Jonathan Browne

We want to flat-out delight you …

It's hard to get customers to pay any attention to an email newsletter. People are busy and their intrays are overflowing. But here's an opening…

February 19, 2009 | Forrester

007 1/2 – License to drive a 29 seat bus

Today I went to renew my driver's license. The Japanese system is radically different from the system in my home country. Back in…

February 2, 2009 | Jonathan Browne

Best Of The Greetings Cards

People and companies in Japan traditionally send cards for New Years rather than for Christmas. New Years cards are often printed with a photo of…

January 14, 2009 | Forrester

Any chance of a green recession?

Today I received a "Sustainability Report" from the Indian conglomerate; ITC Limited. I've become accustomed to seeing long-term corporate vision statements about becoming…

January 13, 2009 | Forrester

Japan blogger meet-up — Jan 17, 2009

I'm sorry that this blog has been silent throughout the holiday season. I had an excellent break. I hope you did too… It's with great…

January 6, 2009 | Forrester