Building Your Brand
As a business leader you invest a fair proportion of your time in your organisation’s brand – consciously and unconsciously. Your efforts are conscious when … Read more
expectations
How’s Your Customer Service?
I bet you are doing more to monitor customer experience than ever before. That’s a pretty safe bet because technology has simply made it so … Read more
Customer Experience: Golden Rule or Platinum
For some time now, I have been aware of the Platinum Rule. I have, however, remained sceptical and largely ignored it. After all, the Golden … Read more
Why our approach is all wrong
Last Saturday I was privileged to be part of my niece’s wedding. It was a memorable occasion, on a beautiful sun-drenched day with joy, love, … Read more
What is HR anyway?
Only when you properly and fully align individual, team and organisational goals can you deliver a total strategy. Thus HR should play an essential role in executing strategy. If HR understands this, and can articulate it effectively, there should be no confusion about their role and the gap in understanding can be closed for once and for all.
What’s Accountability Got To Do With it?
Like most people I have been appalled by the recent report on child sex abuse in Rotherham where, for those that may not be aware … Read more
Overcome the Negatives of Globalisation
We all know, and it is universally acknowledged, that globalisation has dramatically increased competition and created unprecedented demands to be more responsive to customer needs … Read more
When marines cry!
It seems unheard of to make a US marine cry – especially in public. So to achieve this through something that can only be described … Read more
The Joy of Satisfaction and its Power
Would you dispute the power of appreciation? No, me neither. But something that must come pretty close to it is the joy of satisfaction. You … Read more