Dare to care!
To build a ‘customer first’ culture the customer must come second. ‘Customer care’ is impossible without ‘people care’ first. “Your people must come first because … Read more
people management
More on People Management
"Talent-management processes can’t work if managers don’t think it is important to develop their people” This, the sub-title of a 2006 McKinsey report titled “The … Read more
A Perfect Storm
Are you sailing blithely into it or are you steering well clear? This week I came across an MIT Sloan Business Insight article (“How to … Read more
Key to Change Management
"When you through changing … you’re through” Wise words, and applicable to both people and organisations. Change is continuous and the challenge of modern life … Read more
The Customer Is NOT Always Right
I have always thought the statement “The customer is always right” was a rather sweeping presumption that was at best questionable and at worst downright … Read more