Poor Customer Service: What is it with banks?
It is not the customer who is the source of profit, but the service provided to customers.
strategic
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
It’s Time to Pull Together
This week brought confirmation of something that I have more than suspected for a long-time. Yet, while validation brings vindication, the picture portrayed is alarming. … Read more
Can you really manage with non-permanent employees?
As a writer myself, I understand the difficulties of creating “attention-grabbing” headlines and titles. And this week I was struck by the headline, ‘Why the … Read more
The disastrous consequences of mixed messages!
As I have always stressed, there are two distinct parts to strategy. There’s strategy development and there is strategy implementation. They are two very different … Read more
Sustainable Success Through Optimum Employee Engagement
Sustained success for any organisation depends first and foremost on its employees. Thus it seems self-evident that the more engaged employees are, the more successful … Read more
It really is this easy!
My core message is not new or original: people are an organisation’s greatest asset. The fact is that it is your people who shape your … Read more
Cross the manager/leader divide!
There is a new fashion in town. You may have seen it. You may have experienced it or, more accurately, be experiencing it yourself right … Read more
The Talent Trap
If you understand, remember and practice the philosophy that the more successful, fulfilled people you have in your organisation, the more successful your organisation will be. But to do that, you have to avoid the talent trap and remember you are managing people, not talent.