Today I had the pleasure of attending my first Co-op AGM along with nearly 1,000 members at Manchester Central. It was inspiring to see and hear from so many co-operators - people who clearly feel very passionately about the success and future of Co-op. Here’s the full text of my speech. Tomorrow I will be…
Sometimes in organisations – and especially in digital teams – we start a piece of work but for various reasons we don't roll it out. The work we’re talking about in this post is an example of this and although it looked very much like it had potential to meet our colleagues' needs, we’re taking…
Most people need insurance at some point in their lives but so few people read the small print before buying it. It’s not laziness on the part of the customer, member or consumer – it’s lazy content and bad design. At Co-op Insurance, we’ve been making changes to our marketing terms and conditions (T&Cs) because we…
“In my day we didn’t need an app to remind us.” “Back in my day you’d just ring someone.” They both sound like something you’d hear from your grandparents, however they are also comments heard at a conference on ways to improve customer service for millennials. During which there was more discussion on call abandonment rates than…