Driving Enhanced Customer Experience
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
model
Who Didn’t Voice Their Concerns?
If you think about it, no organisational failure of any magnitude can come as a surprise. Someone, somewhere, was aware that things were not right. … Read more
Strategy and Your People: How to Sustain Success
Recently I came across an article in the July-August 2015 Harvard Business Review entitled, “People before Strategy.” (I am not sure the link will work, … Read more
The Power of Ownership
“Mine!” Who hasn’t heard a young child say that? The concept of ownership is one of our most primitive senses. Indeed, I once read that … Read more
Shape Sustained Organisational Success by Building it into Your DNA
In 1991 Charles Handy concluded that the basic purpose of an organisation is to perpetuate itself within the context of the environment in which it … Read more
Talking Heads or Turning Heads?
Of course you are not a talking head. But are you – or any members of your team – in danger of becoming one or … Read more
Good Leadership and Organisational Well-Being
Continuing with the last week’s theme and pursuing the subject of leadership and the question of whether or not you are a good leader, another … Read more
Nothing to Lose and Everything to Gain!
“Mine!” “No! Mine!” How often have you seen that scenario play out? I certainly found it a recurring theme over the holidays as I watched … Read more
The New Need to Build a Better Business Model
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
A Better Way than Worker Cooperatives and ESOPs
And that is not all. You might even go so far as to say that, rather than espousing the “socialist” label so often associated with worker cooperatives, the ‘Every Individual Matters’ model takes the capitalist imperative to a new level and extends all the benefits of the capitalist model to your employees. It recognises and rewards the investment of both investors and employees, and ensures they work together to reap the rewards of their mutual contributions in a more effective, more productive and less wasteful system.