The Customer's Shoes Newsletters

Who We Are and What We Do
Welcome to our archive site where you'll find previous publications of articles and newsletters. We often offer free helpful downloads too.

We are a creative management consultancy providing strategic review, business development and performance improvement support to a range of major corporate and leading niche businesses across Europe, Asia and Australia. We specialise in customer experience management and the supporting leadership and personal development programmes that create organisations that are both the best to work for and the best to do business with.

We have the breadth and depth of experience and personalities that enables us to work with all levels within your organisation from graduates to the troops on the ground, from your supervisors to your senior executives and board members.

In short we specialise in helping you design and develop great customer and employee experiences that lead to longterm customer loyalty driving profitable bottom line growth.

Swine Fever and the Customer Experience (6/19/2009)
Surprisingly we can learn from Swine Fever and how to use infection prevention strategies to improve our customer experience.

Passionate Pillow Talk (4/25/2009)
Learn how an employee went beyond expectations in delivering a great customer experience. Another great example of AOK in action (attitude, observation, know how).

Learning from Ikea and John Lewis - Balls and Banners (3/19/2009)
How Ikea mocks John Lewis over its meat balls but John Lewis customers sit tight and admire the view. A simple lesson on what big brands do.

BMW's new MD, the BBC Journalist and a 13 year old boy. (3/1/2009)
Read on to find out how both these individuals impacted upon my customer experience of their brands in two very different but positive ways.

The Customer's Shoes Goes Up in Flames! (2/2/2009)
A personal lesson in the powers of focus and alignment and a demonstration of how these can have profound impacts. And why you should never leave your mirror on the window sill.

What Do the Conductor, the Alto and your Customer Have in Common? (12/9/2008)
When work is theatre you need to deliver a performance. Learn why and what are the links between your place of work and a real theatre.

Why's Your Sat Nav Like Measuring Customer Satisfaction? (11/17/2008)
There are certain questions you need to ask customers to gain insights. But there is only one you must ask. Find out what it is and why it's so important.

Your War Room (11/7/2008)
Tips on how to build your own 'war room'. Learn from Obama on how his campaigners went about it and how it can help you win customers.

What Do You and Sir Alan Have In Common? (10/28/2008)
Sir Alan struggles to get feedback so learn some tips on why this happens and how to overcome the barriers.

Steak Pie and Liquid Nitrogen (9/10/2008)
Learn the importance of a signature 'dish' for your organisation that draws the crowds and ensure you develop a reputation.

Assessing Your Culture (7/3/2008)
In this issue I give you some insights and help on how to go about assessing your current culture. Unless you know where you start from you can't be sure where to make changes or indeed how big a task you have ahead.

Why Culture Change Programmes Fail (6/13/2008)
In this article we explore the root causes of failure and how to avoid them based on work by John P. Kotter, a world-renowned expert on leadership and change management at Harvard Business School.

Join our Mailing List!

MTU Ltd
Caenwood Lodge
Rickmansworth, Hertfordshire WD3 4DT