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	<title>Cogiva: Experience Design</title>
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	<description>Helping you develop and articulate your mission, values and vision!</description>
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		<title>Cogiva: Experience Design</title>
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		<title>Some looters aren&#8217;t so clever!</title>
		<link>http://csccom.wordpress.com/2011/08/10/some-looters-arent-so-clever/</link>
		<comments>http://csccom.wordpress.com/2011/08/10/some-looters-arent-so-clever/#comments</comments>
		<pubDate>Wed, 10 Aug 2011 07:20:00 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
		
		<guid isPermaLink="false">http://csccom.wordpress.com/?p=1315</guid>
		<description><![CDATA[A looter was being interviewed by Sky News and asked why he was looting. During the interview his face was covered up; but when asked if he lived nearby, not only did he tell the reported the street that he lived on, but when the reporter turned to the camera and said, &#8220;This is Dave [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=1315&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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			<media:title type="html">csccom</media:title>
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		<title>Give Them A Story To Tell!</title>
		<link>http://csccom.wordpress.com/2011/07/07/give-them-a-story-to-tell/</link>
		<comments>http://csccom.wordpress.com/2011/07/07/give-them-a-story-to-tell/#comments</comments>
		<pubDate>Thu, 07 Jul 2011 09:10:31 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Good Service]]></category>
		<category><![CDATA[Service "How To"]]></category>
		<category><![CDATA[critcal extras]]></category>
		<category><![CDATA[customer]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[experience design]]></category>
		<category><![CDATA[Featured]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/?p=116</guid>
		<description><![CDATA[according to a recent study at Durham University, 68% of customers move to a different supplier/provider purely because of the way their first provider treated them. That's over two thirds of YOUR customers moving to a competitor, not because of your product, but because of the way it was “packaged”.  Gone because of something that is totally within your control.  Gone, so have to find a new customer to replace them and hope that the same thing doesn't happen to this new customer.  How on earth do organisations get it so wrong?<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=116&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>1</slash:comments>
	
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			<media:title type="html">TypeWritter</media:title>
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			<media:title type="html">csccom</media:title>
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		<title>Counter-Management™</title>
		<link>http://csccom.wordpress.com/2011/06/30/counter-management%e2%84%a2/</link>
		<comments>http://csccom.wordpress.com/2011/06/30/counter-management%e2%84%a2/#comments</comments>
		<pubDate>Thu, 30 Jun 2011 10:58:25 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Org Culture]]></category>
		<category><![CDATA[Counter Management]]></category>
		<category><![CDATA[culture]]></category>
		<category><![CDATA[Featured]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/?p=1219</guid>
		<description><![CDATA[Ever phoned a company and been put through to someone else, who puts you through to someone else, who puts you through to someone else, until you either get cut off or end up talking to the person who originally answered the phone? Why does this happen? Why is service so poor? And how do you get YOUR employees [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=1219&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">csccom</media:title>
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		<title>Does my business  look big in this?</title>
		<link>http://csccom.wordpress.com/2011/06/28/does-my-business-look-big-in-this/</link>
		<comments>http://csccom.wordpress.com/2011/06/28/does-my-business-look-big-in-this/#comments</comments>
		<pubDate>Tue, 28 Jun 2011 11:49:07 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Featured]]></category>
		<category><![CDATA[first impressions]]></category>
		<category><![CDATA[marketing]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/?p=1204</guid>
		<description><![CDATA[Remember the good old days? You know the days when all you needed was a great product and people who needed it would buy it. The days before marketing was invented! No? That’s probably because they never existed Whatever you do you create an impression to others around you – that’s marketing! What you wear, [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=1204&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">First Impression</media:title>
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			<media:title type="html">csccom</media:title>
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		<title>Jack Welch&#8217;s 8 rules of leaders.</title>
		<link>http://csccom.wordpress.com/2011/03/04/jack-welchs-8-rules-of-leaders/</link>
		<comments>http://csccom.wordpress.com/2011/03/04/jack-welchs-8-rules-of-leaders/#comments</comments>
		<pubDate>Fri, 04 Mar 2011 08:18:26 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Featured]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/2011/03/04/jack-welchs-8-rules-of-leaders/</guid>
		<description><![CDATA[I&#8217;m just reading Jack Welch&#8217;s book &#8216;Winning&#8217;. If you&#8217;re a leader, I&#8217;d recommend reading it. It&#8217;s wonderfully written and full of years and years of experience, which he&#8217;s managed to express so simply and eloquently. In one particular chapter on leadership he shares the eight leadership rules that he&#8217;s held through a career that&#8217;s made [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=726&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">Jack Welch Cropped</media:title>
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			<media:title type="html">csccom</media:title>
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		<title>Technology for Marketing Expo &#8211; Not as exciting as you&#8217;d think!</title>
		<link>http://csccom.wordpress.com/2011/03/02/technology-for-marketing-expo-not-as-exciting-as-youd-think/</link>
		<comments>http://csccom.wordpress.com/2011/03/02/technology-for-marketing-expo-not-as-exciting-as-youd-think/#comments</comments>
		<pubDate>Wed, 02 Mar 2011 09:50:30 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Design]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/2011/03/02/technology-for-marketing-expo-not-as-exciting-as-youd-think/</guid>
		<description><![CDATA[Today, I&#8217;m off to day 2 of the Technology for Marketing and Advertising Expo at Earl&#8217;s Court. I hope it&#8217;s more exciting than yesterday, but I&#34;m not optimistic! You see, while yesterday was interesting and had some excellent seminars and keynotes (particular mention to Emma Roffey from Cisco and Bob Barker from Alterian). What struck [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=725&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">5492047735_8f1d2f6096</media:title>
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			<media:title type="html">csccom</media:title>
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		<item>
		<title>Do you want a lifetime of happiness?</title>
		<link>http://csccom.wordpress.com/2011/02/16/do-you-want-a-lifetime-of-happiness/</link>
		<comments>http://csccom.wordpress.com/2011/02/16/do-you-want-a-lifetime-of-happiness/#comments</comments>
		<pubDate>Wed, 16 Feb 2011 08:44:42 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Miscellaneous]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/2011/02/16/do-you-want-a-lifetime-of-happiness/</guid>
		<description><![CDATA[Here&#8217;s an old Chinese proverb explains how to achieve it! If you want happiness for an hour, take a nap.If you want happiness for a day, go fishing.If you want happiness for a month, get married.If you want happiness for a year, inherit a fortune.If you want happiness for a lifetime, help others! Now stop [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=723&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">happy</media:title>
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			<media:title type="html">csccom</media:title>
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		<title>John Maxwell &#8211; Ten things that define an environment for growth!</title>
		<link>http://csccom.wordpress.com/2011/02/15/john-maxwell-ten-things-that-define-and-environment-for-growth/</link>
		<comments>http://csccom.wordpress.com/2011/02/15/john-maxwell-ten-things-that-define-and-environment-for-growth/#comments</comments>
		<pubDate>Tue, 15 Feb 2011 10:20:59 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Org Culture]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/2011/02/15/john-maxwell-ten-things-that-define-and-environment-for-growth/</guid>
		<description><![CDATA[I&#8217;ve just been watching John Maxwell teaching on how to make 2011 a great year or as John puts it &#8220;your best year ever!&#8221; Whenever I read or hear any of John&#8217;s teaching I&#8217;m always inspired. &#160;He is great at capturing and expressing truth in really accessible and challenging ways. &#160;I&#8217;ve found his books really [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=722&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://csccom.wordpress.com/2011/02/15/john-maxwell-ten-things-that-define-and-environment-for-growth/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">maxwellphoto</media:title>
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		<media:content url="" medium="image">
			<media:title type="html">csccom</media:title>
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		<title>Invictus by William Ernest Henley</title>
		<link>http://csccom.wordpress.com/2011/02/14/invictus-by-william-ernest-henley/</link>
		<comments>http://csccom.wordpress.com/2011/02/14/invictus-by-william-ernest-henley/#comments</comments>
		<pubDate>Mon, 14 Feb 2011 09:15:05 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Miscellaneous]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/2011/02/14/invictus-by-william-ernest-henley/</guid>
		<description><![CDATA[Out of the night that covers me,Black as the pit from pole to pole,I thank whatever gods may beFor my unconquerable soul. In the fell clutch of circumstanceI have not winced nor cried aloud.Under the bludgeonings of chanceMy head is bloody, but unbowed. Beyond this place of wrath and tearsLooms but the Horror of the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=721&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://csccom.wordpress.com/2011/02/14/invictus-by-william-ernest-henley/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">csccom</media:title>
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		<title>Service culture in action: the battle of the delivery giants.</title>
		<link>http://csccom.wordpress.com/2010/12/21/service-culture-in-action-the-battle-of-the-deliver-giants/</link>
		<comments>http://csccom.wordpress.com/2010/12/21/service-culture-in-action-the-battle-of-the-deliver-giants/#comments</comments>
		<pubDate>Tue, 21 Dec 2010 12:01:15 +0000</pubDate>
		<dc:creator>Ben Drury</dc:creator>
				<category><![CDATA[Good Service]]></category>
		<category><![CDATA[Service "How To"]]></category>

		<guid isPermaLink="false">http://csccom.wordpress.com/2010/12/21/service-culture-in-action-the-battle-of-the-deliver-giants/</guid>
		<description><![CDATA[A friend of mine posted this on his facebook wall this afternoon: Deliveries from DHL and Fedex this morning great service in awful weather &#8211; Cards through the door with regular mail from Royal Mail saying please come and pick up your deliveries as we are so far behind and its dangerous! I wonder which [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=csccom.wordpress.com&amp;blog=6554913&amp;post=672&amp;subd=csccom&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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