Jack Springman

Hello all, this is Jack’s son Oliver from his account. It is with regret that I must share that my Dad Jack passed away last night after a year long struggle with cancer. We will all miss him deeply and the impact he had on all our lives is immeasurable.

The decline of marketing should increase CX's c-suite focus - so why isn't it? Find out in this extract from @jackspringman's new book. ow.ly/ENca50KA2cI #cxmanagement #customerexperience #custexp #CX

@jfbb_makis And not even close to Romero on Cucurella. You can say this was debatable but at least it was referred when Romero’s was clear red and Taylor not even asked to look at it by Reid.

So was the decision not to give Antonio a second yellow for his challenge on Silva.

@tapas321 Any signs of a new wave?

ONS - 1 in 60 with more to come due to lag, so 1 in 70 is probably about right in real time. Not sure we'll get much lower than that, maybe a bit. NB we got down to 1 in 70 after the BA.2 wave. I don't expect as quick a bounce as last time around due to lesser growth advantage.

@springman_sarah Thank you @springman_sarah

Nico & I are so proud of our younger brother @jackspringman, who has exhibited incredible courage while writing his (if not the) last word on #CX & why bosses should pay attention & adopt his solutions bit.ly/3R7ijBR Read it please, show appreciation. Time is running…🙏🏽

@barstoolsports Only keeping him because no one will pay a decent price. Brilliant when he arrived but injuries have turned him into a pace less lightweight.

FREE HIM: Chelsea Refusing To Let Christian Pulisic Leave The Club Is Clear Sabotage Proving England Is Scared Of USA Soccer barstoolsports.com/blog/3430677/f…

@GolfDigest Let’s not forget class shown by Scheffler family too

Class act. Rory apologized to the Scheffler family after his win.

@CXAccelerator Two examples off top of my head - anticipation can be a significant part of total pleasure (e.g. with some luxury/customised goods) so stretching it out a bit increases overall delight. Also if making a big decision, increasing friction so customer can reflect also improves cx

@jackspringman Interesting take Jack! I’d say the concept of making it easy to do business with the company is still important. Just not the end all be all. Do mean that adding friction can give the company an opportunity to “make it right?”

Sometimes we as #CX leaders think so much about reducing friction, we forget to make the experience fun.

@davetrott He said the same of Dennis Wise after he got Nicky Butt sent off. Wasn’t intended as a compliment that time!

"A player I like is Gattuso. He could start a fight in an empty room" Alex Fergsuon

@tomfgoodwin Or you could argue that uk is worst place on earth because of Daily Telegraph readers and their even less intelligent brethren Daily Mail readers. Both of whom will have disproportionate sway over who uk’s next PM will be.

Reading the comments on the Daily Telegraph is weird. It appears the UK is clearly the worst place on earth, with the worst crime, worst quality of life, worst future, worst leaders but also a place every human on the planet is trying to desperately hard to sneak into.

@GreatGolfHoles My favourite hole as I was first amateur to score a hole-in-one on it in April 2006. Remains my only ace but as it was on a par 4 on a championship course, no other would have come close to matching it!

6th Hole, Kingsbarns Golf Links, St. Andrews, Scotland

@stephaniethum @lyft That would be two counts of breaking law in UK, so i would say dangerous!

@davetrott Let’s hope you are right about adtech but powerful supporters for that whole ecosystem in Facebook and Google. Something that crypto never had

Just reading an article on the whole crypto-currency crash. Sounds very much like what's beginning to happen to ad-tech

@BootstrapCook @mattuthompson Congratulations. Don’t need a degree in economics when you have the insights you have gained through all your brilliant work.

Imagine having an inflation take that’s so good, it changes the way the ONS measures inflation… 👏 @BootstrapCook

Very damning comments by Halsey.

You might think I'm being salty, but Anthony Taylor has a horrendous anti-Chelsea bias. EVERY major game we play that he officiates, he actively works to stop Chelsea winning points and trophies. Don't believe me? THREAD.

@tomcoley49 We don’t need a DM when playing 3 at back. Would be even more turgid. But because we are playing 3 at back we need another CB.

*Lots* of people missing the point here. It's not about the £80m, but Rice was available for that price a year or two ago and people didn't want him for that money then but are fine with it on Fofana. I know why it is, but it's double standards at its finest.

I do find it interesting that people can justify £80m on Fofana this window but not on Rice. Fofana has played 5x less league matches than Rice and would be just as important over the next 5+ years.

@josephmichelli No. As with much CX advice it completely misses the context of how the business is trying to differentiate. It is the epitome of the one size fits all approach which stops CX being taken seriously at senior management levels

Do you agree or disagree?