Baselines, blind spots and black holes

Hi Kim-Payne - I really like your tips regarding client experience, especially the blackhole. It's so easy to be doing a ton of work for a client and forgetting to communicate with them! When I think of personal experience, there's nothing worse than crickets and not knowing what's going on. Love the Disneyland story as well ;)

thanks Kim-Payne these are great tips to remind us to focus back on the client, like anne.graham has said, we often get so busy getting the work done for the client that we forget to check in and let them know what we've done. Time to tweak some of our processes.