Something to look forward too… thanks to actress Leatitia Solomon

I identify as a coloured. I wonder if this group of our South African people needs to do more, collectively, to turn the page on our destiny.

I have been very inspired and moved by the TV series “Laetitia se Taxi“. I am specifically moved by her kindness, her friendliness and the effort that she is putting in to uplift talented kids around her.

I often got emotional and teary during episodes. Many times, I thought and felt that I have been selfish in my life and career, and need to do much more to take up a responsibility as a mentor, because as the intro to the show says “om ń mentor the wees is nie ń voorreg nie, dis ń noodsaak.”

Dankie Laetitia. Dis ń wonderlikke werk!

A Goal-Setting System I Learned From Google

During Google’s first year, investor John Doerr pitched the idea of using an organizational system called Objectives and Key Results (OKRs) for goal setting. The idea was so good that I stole it, and I’ve been reaping the rewards for the last 15 years. Read on for a CEO’s quick guide to OKRs.
— Read on

Dear full service restaurants. We know that business is tough. Don’t swamp customers at the door.

Happy new year!

It is a tremendous pleasure to see this side of 2019! We wish only the greatest and best for you, for your family, for you friends, for your community.

About 2019

I planing to blog a bit more in 2019, about what is on the mind, as well as on my areas of interest in innovation and customer experience.

My thoughts

There’s something that bothers me – from a customer experience perspective. I am a big fan of Mugg & Bean – I just love their coffee and brand. Also Spur – because I have a small child. However, I find that their waiters have a tendency to stand in groups at the door. This means that they are very ‘in your face’ when approaching the entrance. There isn’t really even place to breathe. Here’s a suggestion… have one individual, with great people skills to welcome and assign guests. The bombardment is unpleasant (take note, M&B Centurion Mall).

Photo shows a group of waiters congregating outside the restaurant. Courtesy of

Even worse was the Spur at Village Mall, Hartebeespoort. I was really irritated and unpleasantly surprised by your waiter who ventured dozens of metres from the entrance to ‘invite’ customers in. This is not inviting. It feels like harassment. I wasn’t going for lunch. I was walking past. The sense of inviting welcome that may have been aimed for, was missed. Again, the same suggestion as per above applies.

I am a difficult customer – being in the customer experience industry has done that. I expect a higher standard than many others. I do not expect to be bothered and harassed. I expect to find a free and welcoming experience.

Please can we work towards that?

Is CX tied to revenue gains? A case study by Idaho Central Union – Omni-channel NPS® Solution

Is Good CX tied to revenue gains? A case study of Idaho central union, shows how focusing on improving CX affects your bottom line (with actual numbers).

Source: Is CX tied to revenue gains? A case study by Idaho Central Union – Omni-channel NPS® Solution