Who drives customer experience?
Business is ultimately about meeting the customer’s needs, which is why for so long ‘Customer Satisfaction’ has been the primary CRM measure. Yet surveys indicate … Read more
Employee Engagement
It’s all about the people!
Business is not complicated. In essence it is simply a case of people finding a way to deliver a product or service to other people … Read more
What is so special about footballers?
Like many people I often ponder the lives of footballers who earn as much or more in a week than I earn in a year, … Read more
Just who is running the business?
We all have stories of struggles with bureaucracy gone crazy; where common sense appears to have flown totally out of the window and we have … Read more
Meaning & Purpose
“The fundamental responsibility of authentic strategic leadership is to provide meaning and purpose for the activities of all people within the organisation through effective and … Read more
Who is to blame
In my last blog about the fiasco on the British rail network and the inability to complete scheduled engineering works over the holiday season, I … Read more
Thought & Organisation Building
“First comes thought, then the organisation of that thought into ideas and plans. Then transformation of those plans into reality.” Napoleon Hill On the surface … Read more
“The New Metrics!”
“Today’s approach to measuring financial performance is geared excessively to the capital-intensive operating styles of 20th-century industrial companies. It doesn’t sufficiently account for factors such … Read more
“That’s not my job!”
There can’t be anyone who has not heard that statement at some stage in their lives. The thing is that it has most likely been … Read more
Do You Offer “‘Killer’ Service”?
Of course you cannot answer that question without knowing the definition of “killer”, which in any case is one of those subjective, non-quantifiable and hence … Read more