A recent visit to a Mall offered an instructive "ugly experience" that illustrated the type of experience that could give any owner a headache. 

'Oh great no queue' I thought so I approached the counter - no welcome or hello-how-are-you.  The lady serving at the counter had her back to me and was engaged in a discussion with another team member who was facing me but he said not a thing. I was obviously invisible. They continued their little chat despite the fact I was less than 5ft away and st...
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A grey post-Christmas day in my local town returning unwanted presents amidst other equally fed-up looking shoppers - my usual pick-me in these situations is a tall skinny latte to go ( always with a straw ) from Costa or Starbucks or Nero or Pret.

I happened on the new Costa in the Parkway - was immediately faced with quite a queue and felt even more deflated.Never one to let a queue come between me and a latte I took up my place and was immediately drawn to the cheery Matthew behind the cou...

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Don't let the same happen to you or your business
To all those organisations who have no social media strategy, are not embracing Facebook, twitter, You tube, LinkedIn or blogs or are, but think it's another channel on which they can simply pump out company or product propaganda - think again.

 Just because I am old (or so my kids tell me) it does not mean I cannot embrace change. Not because I am an early adopter, rather .... some things are just no-brainers!

 Blockbuster and Kodak missed what ...
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The simple answer is I wouldn't have waited for 45 minutes in a disorganised shambles of a queue, in a grotty area with nothing to do but concern myself whether I am standing in the right area to get out of this as quickly as possible. I also wouldn't be reading notices which try and convince me that the reason for the long queues is because we have tightened security by asking more questions - a notion blown out of the water when the only words shared (when I finally made it to the desk) wer...

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