I am indebted to James Hamill of Blueapple Dental in Northern Ireland who introduced me to the material of Design Innovation in Eire and their blog on design, branding and marketing. The most important knowledge I have gained from them is that what they call a “customer touch point” is the moment of truth when you deliver an
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Last week saw me arrive back in Cornwall on Friday evening in burn out. I’ve been around long enough to recognise the symptoms which, apart from sheer exhaustion, manifest themselves in an inability to focus and concentrate on tasks. You know that moment when you realise you have been shuffling paper around your desk, or staring
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You can read a fascinating article here about the new private owner of Boots, who wants the company to provide “global healthcare” that will include “helping ladies to look more beautiful”. His words, not mine – and maybe another player back in the market?
I have recently started reading an excellent blog from the Centre for Design Innovation in Ireland. Just take a look at their blog entry on the Help Remedies web site (and don’t forget to follow the link through from the blog to the site). A quite beautiful example of how branding can make a seemingly dull
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Dr David Horobin, Orthodontist, Bexleyheath, Kent.   Job Description Practice Business and Development Manager   This new and important post is suitable for an experienced person of graduate level. Excellent interpersonal, computer and numerical skills are essential. A background in the financial services sector or previous management experience would be an advantage. The
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I enjoyed my second VERY positive experience in a week with Holiday Inn last night – this time in Cambridge. Arriving here from Manchester for my evening webinar with Dental Channel TV, I was horrified to find that my web cam and mike had expired since they were last used – no idea why. The
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I’ve just agreed with Dentistry magazine to start a “Dear Coach” column in their on-line publication. The first “test” article is here (actually a previous post in this blog) – but I’m hoping to redevelop the Dear Coach theme that worked so well as few years ago. Keep your eye on this. Oh – and
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A client in Scotland tells me today that his appointment cancellation rate has increased in the last 10 days because his patients are concerned that they will not have enough petrol to make the journey to his surgery. This latest problem will pass, like all others, but we had to discuss ways to reduce the
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Here is a photo of me in March 1998 on my way up to Everest Base Camp. Apart from the Graham Norton hairstyle (not intended, I think I had been wearing a bobble hat for 2 weeks) it was a timely reminder of why I signed up for orthodontics the following year. Which reminded me
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Is it me? I just listed the loyalty cards I have with me a I travel: Hilton Diamond VIP Card (my favourite – when I walk into a Hilton Hotel, the Red Arrows fly overhead) Radisson Gold Points plus Marriott Rewards Waterstone’s Bookstore The Falmouth Bookseller British Airways Executive Club BMW Recovery Tesco Club Card
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