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		<item>
		<title>Let My People Go Surfing</title>
		<link>http://dominicmonkhouse.com/2010/02/07/let-my-people-go-surfing/</link>
		<comments>http://dominicmonkhouse.com/2010/02/07/let-my-people-go-surfing/#comments</comments>
		<pubDate>Sun, 07 Feb 2010 15:22:00 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[reading]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Dominic Monkhouse]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[Money]]></category>
		<category><![CDATA[Patagonia]]></category>
		<category><![CDATA[Service-profit chain]]></category>
		<category><![CDATA[Yvon Chouinard]]></category>

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		<description><![CDATA[



Let My People Go Surfing: The Education of a Reluctant Businessman



You see, its nothing more than just plain old common sense. You find something you can be passionate about and turn it into a business. Then you surround yourself with like-minded people who share your passion and you can change the world, well at least [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=366&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>El Reg&#8217;s PARIS programme attracts high-flying sponsor</title>
		<link>http://dominicmonkhouse.com/2009/12/24/el-regs-paris-programme-attracts-high-flying-sponsor/</link>
		<comments>http://dominicmonkhouse.com/2009/12/24/el-regs-paris-programme-attracts-high-flying-sponsor/#comments</comments>
		<pubDate>Thu, 24 Dec 2009 14:31:32 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[PEER 1]]></category>
		<category><![CDATA[cloud]]></category>
		<category><![CDATA[PARIS]]></category>
		<category><![CDATA[The Register]]></category>

		<guid isPermaLink="false">http://dommonkhouse.wordpress.com/2009/12/24/el-regs-paris-programme-attracts-high-flying-sponsor/</guid>
		<description><![CDATA[We're delighted to announce today that our Paper Aircraft Released Into Space (PARIS) programme has attracted sponsorship from Peer 1 - the international hosting firm which has demonstrated it has the Right Stuff by backing our audacious upper-atmosphere plane plan.<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=359&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>Bernard Montgomery, 1st Viscount Montgomery of Alamein</title>
		<link>http://dominicmonkhouse.com/2009/11/24/bernard-montgomery-1st-viscount-montgomery-of-alamein/</link>
		<comments>http://dominicmonkhouse.com/2009/11/24/bernard-montgomery-1st-viscount-montgomery-of-alamein/#comments</comments>
		<pubDate>Tue, 24 Nov 2009 11:42:28 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[El Alamein]]></category>
		<category><![CDATA[Field Marshal Viscount Montgomery]]></category>
		<category><![CDATA[Monty]]></category>
		<category><![CDATA[PEER 1]]></category>

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		<description><![CDATA[An inspirational leader, Field Marshal Viscount Montgomery was once asked to name the three greatest generals in history. Half smiling, he replied, "The other two were Alexander the Great and Napoleon."<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=353&subd=dommonkhouse&ref=&feed=1" />]]></description>
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			<media:title type="html">The genuine &#39;Monty&#39;</media:title>
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		<title>Win the Battle with Remarkable Customer Service</title>
		<link>http://dominicmonkhouse.com/2009/10/24/win-the-battle-with-remarkable-customer-service/</link>
		<comments>http://dominicmonkhouse.com/2009/10/24/win-the-battle-with-remarkable-customer-service/#comments</comments>
		<pubDate>Sat, 24 Oct 2009 07:23:28 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[PEER 1]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Marks & Spencer]]></category>
		<category><![CDATA[Philosophy]]></category>
		<category><![CDATA[service excellence]]></category>
		<category><![CDATA[Small Business]]></category>

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		<description><![CDATA[
Image via Wikipedia

Rajan Sodhi thanks for your comments. Some coverage in BIG Marketing for small business of a piece by Steph Welstead of Growing Business.
The most inexpensive yet impacting way for small businesses to compete with the big boys is to lead with remarkable customer service. I know you’ve heard this before, and I’m almost [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=345&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>Moustache Envy</title>
		<link>http://dominicmonkhouse.com/2009/10/14/moustache-envy/</link>
		<comments>http://dominicmonkhouse.com/2009/10/14/moustache-envy/#comments</comments>
		<pubDate>Wed, 14 Oct 2009 10:37:41 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[Movember]]></category>

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		<description><![CDATA[For the past two years, around Movember each year, health professionals across the UK have started to notice a spike in cases of what is commonly known as Moustache Envy.<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=288&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>be kind &#8211; pass it on</title>
		<link>http://dominicmonkhouse.com/2009/10/08/be-kind-pass-it-on/</link>
		<comments>http://dominicmonkhouse.com/2009/10/08/be-kind-pass-it-on/#comments</comments>
		<pubDate>Thu, 08 Oct 2009 12:59:37 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[customer service]]></category>
		<category><![CDATA[Big Issue]]></category>
		<category><![CDATA[Kindness]]></category>
		<category><![CDATA[Random act of kindness]]></category>

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		<description><![CDATA[
Amazingly simple and interesting viral idea. At itlab we gave all new employees £5 and ask them to go forth and commit random acts of kindness, part of helping them see how to live the core values and learn to deliver on Service ObsessionTM.They then shared their daring dos; some bought chocolates and tried to [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=261&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>more on windows mobile 6.5</title>
		<link>http://dominicmonkhouse.com/2009/10/07/more-on-windows-mobile-6-5/</link>
		<comments>http://dominicmonkhouse.com/2009/10/07/more-on-windows-mobile-6-5/#comments</comments>
		<pubDate>Wed, 07 Oct 2009 20:49:38 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[tech]]></category>
		<category><![CDATA[Bluetooth]]></category>
		<category><![CDATA[HTC Corporation]]></category>
		<category><![CDATA[Microsoft]]></category>
		<category><![CDATA[Microsoft Windows]]></category>
		<category><![CDATA[Smartphone]]></category>
		<category><![CDATA[TouchFLO]]></category>
		<category><![CDATA[Touchscreen]]></category>
		<category><![CDATA[windows mobile]]></category>

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		<description><![CDATA[
Why oh why does Microsoft call touch screen phones Pocket PC and non-touch phones Smart Phones. They are the only ones to use these descriptions; I have downloaded the wrong version of software more than once.
Anyway, I have had time to notice other things that work better now I have been playing with the phone [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=258&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>Windows Mobile 6.5</title>
		<link>http://dominicmonkhouse.com/2009/10/06/windows-mobile-6-5/</link>
		<comments>http://dominicmonkhouse.com/2009/10/06/windows-mobile-6-5/#comments</comments>
		<pubDate>Tue, 06 Oct 2009 17:12:50 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[tech]]></category>
		<category><![CDATA[Google Maps]]></category>
		<category><![CDATA[Nimbuzz]]></category>
		<category><![CDATA[Search Engines]]></category>
		<category><![CDATA[Skype]]></category>
		<category><![CDATA[windows mobile]]></category>

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		<description><![CDATA[
Nice to get hands on with the new version of Windows Mobile. It’s not a great leap forward more a nudge in the right direction. I prefer not to use the stylus and this is now possible (at last). Menu items that before needed a sharp thumb nail, at least, can now be selected with [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=250&subd=dommonkhouse&ref=&feed=1" />]]></description>
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		<title>Service Standard: Good Start, But Don&#8217;t Stop There</title>
		<link>http://dominicmonkhouse.com/2009/10/05/service-standard-good-start-but-dont-stop-there/</link>
		<comments>http://dominicmonkhouse.com/2009/10/05/service-standard-good-start-but-dont-stop-there/#comments</comments>
		<pubDate>Mon, 05 Oct 2009 08:30:49 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[customer service]]></category>
		<category><![CDATA[Business Services]]></category>
		<category><![CDATA[Call centre]]></category>
		<category><![CDATA[Customer Management]]></category>
		<category><![CDATA[Customer satisfaction]]></category>

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		<description><![CDATA[
Image by libraryman via Flickr

&#8220;&#8230;universal truths by which all customer service can be measured. This can&#8217;t be the case.&#8221;
Frankly &#8211; that&#8217;s just plain wrong. There ARE universal truths about customer service and if the ICS audit seeks them out then it will be a step forward.
For example, I can&#8217;t for the life of me see [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=242&subd=dommonkhouse&ref=&feed=1" />]]></description>
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			<media:title type="html">Misleading Customer Service Kills Your Business</media:title>
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		<title>NPS drives itlab to new heights</title>
		<link>http://dominicmonkhouse.com/2009/07/09/itlab-drives-nps-to-new-heights/</link>
		<comments>http://dominicmonkhouse.com/2009/07/09/itlab-drives-nps-to-new-heights/#comments</comments>
		<pubDate>Thu, 09 Jul 2009 09:29:00 +0000</pubDate>
		<dc:creator>dommonkhouse</dc:creator>
				<category><![CDATA[NPS]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[great place to work]]></category>
		<category><![CDATA[Frederick Reichheld]]></category>
		<category><![CDATA[Harvard Business Review]]></category>
		<category><![CDATA[itlab]]></category>
		<category><![CDATA[Net Promoter Score]]></category>
		<category><![CDATA[net promotoer score]]></category>

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		<description><![CDATA[ I love the Net Promoter Score (NPS) and defend it regularly against criticism.  Many of the critics comes from the customer survey industry, who it must be said have a vested interest, a regular single question sort of makes they long annual surveys and expensive analysis redundant. My defence is primarily on the grounds [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=dominicmonkhouse.com&blog=5396147&post=241&subd=dommonkhouse&ref=&feed=1" />]]></description>
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