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[NEWSPAPER ARTICLE] The Blueprint for a Great Customer Experience – How Delivering Great Customer Experiences Could Mean Big Business – Jez’s comment in The Daily Telegraph


Jez Rose speaks to The Daily Telegraph’s Business Reporter about why delivering great customer experiences could mean big business.

Journalist Natasha Clark has written an article for Business Reporter on what makes for a great customer experience. Business Reporter is distributed with The Daily Telegraph and The Sunday Telegraph.

Investigating the growing trends that could boost your business’s customer experience, Natasha called me to find out why customers like them so much. Here’s what I had to say:

“Customer service has sadly become a standard term for meeting customer expectations and nothing more. Great customer service should always be experiential; it’s about giving the customer what they want and even surprising them with extra touches which help to demonstrate how valuable the customer is to the brand.

Effective service should respond to the innate human desires to be wanted, valued and respected and if all service interactions are based on the notion of every customer wearing an imaginary sign which reads: “make me feel special”, brands will benefit from turning customers into loyal fans. Delivering great service is not difficult and need not be expensive either. The key, however, is not in the delivery of customer service training but in motivating and inspiring staff to want to deliver great service in the first place. Only when everyone in the organisation understands why delivering great service is important will brands get better compliance: don’t simply invite suggestions from colleagues as to how service could be improved but have them share their own positive and negative experiences from when they themselves were a customer. Learn from these bad examples and see if it’s possible to implement the positive ones.  

Great customer experiences are those which surprise and delight us. For example, instead of simply putting goods into a carrier bag, they are placed in a card bag, with tissue paper and a sticker to close it. If in a restaurant, the offer of tea and coffee at the end of the meal is not charged for and when requesting assistance from someone customer facing, they go out of their way to help you, even if it’s “not their job”. The unexpected things and the small things are often those that make the biggest difference.”

[RADIO INTERVIEW] Michael Rosen Speaks to Jez on BBC Radio 4’s Word of Mouth

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Michael Rosen invites Jez Rose onto his Word of Mouth show for BBC Radio 4, to discuss the similarities of how we bring up children and dogs.

The one that got away! We forgot about this interview! A while ago now Michael Rosen came to Jez’s house to interview Jez about the similarities between animal and human behaviour and what we can learn about training animals to change our own behaviour. The show was part of Michael’s Word of Mouth series for BBC Radio 4 and you can listen

[RADIO INTERVIEW] Jez on All in the Mind on BBC Radio 4 with Raj Persaud

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Raj Persaud invites Jez Rose to discuss and demonstrate the art of persuasion.

A blast from the past, someone just found this link to Jez on the BBC Radio 4 show All in the Mind with Raj Persaud. The subject of the show was the art of persuasion and Jez was

[RADIO INTERVIEW] Jez Talks About ‘That Comcast Recording’ To Eddie Mair on BBC Radio 4


Eddie Mair invited Jez Rose onto his iPM show for BBC Radio 4 to discuss the now viral Comcast customer service call.

Are you one of the 4 million people who have listened to the cringeworthy recording a customer made when calling American communications giant Comcast to cancel his internet connection? Slate magazine covered it here if you want to take a listen – beware, it’s 8 minutes of some of the most neglected customer service I’ve ever heard.

Well, yesterday I joined Eddie Mair on his iPM show for BBC Radio 4 to

Generosity, Greed & The Greater Good – how giving a little can mean a lot


The Contented Dementia Trust at Burford has a fresh new look and more scope to help those caring for or suffering with dementia at a result of the Big Weekend Makeover.

At my recent TEDx talk, I spoke about generosity, greed and the greater good. I posed the question that when we help charities, is it actually an act of greed because our act of generosity in turn causes a release of the neurotransmitter dopamine, which makes us feel good. If it didn’t make us feel good, we wouldn’t do it again. Are businesses worldwide who donate to charity simply doing so for their own benefit; to make themselves feel – and look – good in others’ eyes. Or does it matter anyway, if charities are benefiting?

I recently organised a charity project called Jez’s Big Weekend Makeover. The aim was to enlist as many people as possible to turn up to the old building where my adopted charity, the Contented Dementia Trust, is based. The building was being taken over by clutter, weeds and looking in desperate need of a little nip and tuck. Would people turn up if there was really nothing in it for them – at all. No payment, no travel reimbursement and nothing to incentivise them, other than helping me out and in turn helping a very deserving charity. If you’re a regular reader of my

All Patched Up – The Office Chair That Improves Behaviour!


Kelly Swallow’s chairs inspire, enthuse and not to mention brighten up any working environment, quite literally.

She’s done it again. Kelly Swallow, my go-to designer for patchwork chairs and accessories, has created this fantastic captain’s chair for my office. Now you have to physically remove me from the office, I just love being on it and working in here so much now! When the next stage of the house renovation is complete and I have carpet in my office I think I will move in permanently. I have internet and can get home delivery of food and all the supplies I need.

I’m a real proponent of how environment affects our behaviour and regular readers of my blog will know of the many examples of this in action both at home and at work. It’s really simple things like

[MAGAZINE ARTICLE] Jez On Perception, Change Blindness and Seeing What We Want To See



Jez features in a three-page article in the July issue of Magicseen magazine, the leading UK-based magazine for magicians and mentalists with a readership of 3,000.

The article focuses on Perception and specifically change blindness; a perceptual phenomenon, which occurs when a change in a visual stimulus is introduced but we do not notice it. You might have seen one of those flickering images, for example, where you fail to notice elements introduced into the image. Or, in the case or practicing a magic trick, you blink your eyes when you perform the secret move, so as not to see it, fooling yourself that if you don’t see it then no one else will either.

Editor Mark Leveridge asked Jez to write an article about human behaviour for the magazine, which would appeal to magicians and performers. Having worked as a stand up comedy performer while studying behaviour and psychology, Jez was delighted to be asked. The take home lesson of the article is that it doesn’t matter what you think about your performance as you are not your audience – your perception of what you do and how you do it is often affected, all-be-it unintentionally by change blindness. A behavioural lesson for us all, let alone entertainers.

Jez Rose is The Behaviour Expert. In 2013 he celebrated 10 years as one of Europe’s busiest trainers and public speakers. His entertaining and engaging presentations and training programmes are designed to efficaciously change human behaviour. For more information and free resources, visit:




Sales of Have A Crap Day Cleans Up For Charity!

Sales of Jez’s best-selling book Have A Crap Day are keeping smiles on faces and mugs clean at the Contented Dementia Trust.

Sales of Jez’s best-selling book Have A Crap Day have been hotting up since his TEDx talk went global and the five star reviews keep coming in on Amazon. And all this means great news for his adopted charitable partner, the Contented Dementia Trust because proceeds from the sales of each copy of Have A Crap Day are donated to them.

And when you’re a charity, there’s nothing worse than dirty mugs and plates! Far too busy helping the families of and those with dementia and teaching health and care professionals, the staff and volunteers of the Contented Dementia Trust needed a new dishwasher to keep up with the demand for tea and cake!

In June 2014 a donation from sales of Have A Crap Day bought the Trust’s kitchen a brand new dishwasher. Thank you to all who bought copies of the book and helped contribute to Jez’s continual charity projects.

Jez Rose is The Behaviour Expert, a leading behaviour change consultant working worldwide and vocal campaigner for better dementia care. He adopted the Contented Dementia Trust as his charitable partner in 2013 following the death of his beloved Grandmother and has to date raised over £5,000 for the charity.

Jez presents at TEDxMiltonKeynes

jez rose was invited to present at the renowned tedx conference in milton keynes tedx speakerAward winning entrepreneur and renowned behaviourist captivates audience at prestigious TEDx conference.

Jez Rose, award-winning entrepreneur, internationally renowned behaviourist, and author gave a motivating and thought provoking talk at the recent TEDx conference held (on 8th May) in Milton Keynes. Leading ‘thinkers’ and ‘doers’ were amongst the prestigious line up of speakers talking to an audience who, by invitation only, were equally extraordinary – from CEOs and intellectuals to scientists and designers. Formed as part of the world renowned global Technology, Entertainment and Design (TED) conference programme, TEDx hosts a programme of events with an aim of exploring communities, connections and conversations. A non-profit organisation, TED is devoted to ‘Ideas Worth Spreading’ – a forum in which ideas that matter are showcased and shared amongst distinguished attendees. TED speakers have included Bill Gates, Sir Richard Branson, Elizabeth Gilbers, Isabel Allende and former UK Prime Minister Gordon Brown, a very select group of which Rose is now a member.
The theme of Rose’s talk; “Give A Little, Keep A Lot: Perceptions of Generosity and Greed” enlightened the audience on how we justify our own generosity to ourselves, and to others, and raised many

Sixth Form Students Encouraged To Have A Lay In – how to do better in your A-level exams

sixth form students are to start later in the day to aid exam results jez rose the behaviour expert commentsSky News today published the story that Hampton Court House, a private school in Surrey, are planning to start lessons for sixth form students later in the day. Their education timetable will start at 1.30pm and end at 7pm because they say it will better suit teenagers’ sleeping patterns, therefore, they will be more attentive and do better in exams.

Finally! Someone has researched human behaviour and neuroscience and seen that the current education timetabling is actually restricting our children – and has been for many years. Many psychologists, neuroscientists, behaviourists ad even education professionals, such as Sir Ken Robinson, have been muting this idea for a long time now. And it’s not a new fancy fad about to ruin our education system, it’s a concept based on our scientific understanding of the brain. You see, adolescent brains are immature; they are not fully developed and actually our brains don’t fully develop until we are about 23 years old. There’s another blog post there if you consider that our penal system classes an adult at age 18 but biologically they are not, which can have a significant repercussion on their behaviour, so we are actually punishing adolescents for not acting like adults when they are actually still, biologically, adolescents.

Forgive me for getting a little bit technical here but it’s important because Dr Tony Sewell, an education advisor who offers a comment in the Sky News story, is misinforming the public with his statement; I need to explain exactly why he is wrong. The pre frontal