experience

How to Build Proficiency

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To communicate effectively you’re going to need Information, which becomes Knowledge, which leads to Experience, which leads to Proficiency, which gives you Wisdom, which gives … Read more

How’s Your Customer Service?

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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

Driving Enhanced Customer Experience

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There has been a quiet revolution over the past decade or two. I am referring to the shift from “Customer Service” to “Customer Experience.”  This … Read more

The New Need to Build a Better Business Model

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You couldn’t have made it up! In a world where the excesses of business have fuelled strong – sometimes violent – protests against capitalism and … Read more

Avoid the Unfortunate Consequences of The People Paradox

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Have you ever heard of The People Paradox? I hadn’t either, although I was well aware of Lord Acton’s famous quote that, “Power corrupts and … Read more

Human Governance: Golden Rule or Platinum?

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Last week I wrote about The Golden and Platinum Rules in the context of Customer Experience. Today I want to discuss them in the broader … Read more

Customer Experience: Golden Rule or Platinum

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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

The Power of Remarkable

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It could hardly have been better timed. After writing last week about achieving the remarkable, I received a newsletter from Charles Bennett, Partner and Thought … Read more

Achieving the Remarkable

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Achieving the remarkable is truly a team effort, for both an individual and an organisation. It depends on every member of the team doing their best, personally and collectively. You could say it is the result of a number of PBs. So if you want an organisation that achieves the remarkable and creates WOW! you need to recognise that ‘Every Individual Matters.’

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