Mark McArthur-Christie

I'm managing director at Rubuss. We work in taking operational customer communication and turning it from an overhead into a business asset.

Customer loyalty programme for McDonalds

It’s amazing what you find in a cup of McDonald’s Coffee

I think it’s time we came clean about something; McDonald’s coffee is actually pretty good.  It may not be independent, single bean, cold-extracted blahppuchino, but it’s a decent cup.  And, face it, if you’re out and about, hacking into a town centre, paying the second mortgage parking fees and finding a spot isn’t always easy. …

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Simplifying process by removing bureaucracy

The right sort of bureaucracy: reducing corporate bureaucracy

“But we spend so much time on bureaucracy that we never get anything done.” We’d barely started the workshop and already it was turning into a moanfest. That’s not necessarily a bad thing – the air often needs a good clearing before you can get down to achieving anything that really matters, but this was …

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Laptops prevent you from retaining information as well as writing by hand

Why your laptop is stopping you thinking

In the 1980s, poet Ted Hughes noticed that the children’s poems he was judging as part of a competition were getting longer. Some were running to nearly 100 pages. Although they were were fluent and often creative, Hughes described them as ‘strangely boring’. Rather than concentrated, condensed thought, they felt diluted and thin. Just because …

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Emotion in the customer journey

Designing emotion back into the customer journey

Customers make emotional decisions all the time.  Making sure you understand how emotion works in your customers’ journeys is one of the most effective ways to make people loyal, satisfied and create the feelings that make them remember and recommend you. Thanks to my dog-walking pal Anna, here’s a story about dementors, flowers and customer …

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