January 25, 2024
Exceptional service
I’m a fan of the 80/20 rule when it comes to documenting processes in a Customer Experience Score. Trying to … Read More “Exceptional service”
Category: Discipline makes Daring possible
January 24, 2024
Big-picture or ground-up?
Bottom-up – even horizontal – thinking is fashionable. Probably because people are fed up with hierarchy, command-and-control, being told what … Read More “Big-picture or ground-up?”
January 23, 2024
Why go employee-run?
To share responsibility for the customer experience across everyone in the business. To increase capability across your whole team. To … Read More “Why go employee-run?”
January 22, 2024
A new book and a request
This week I begin an 8-week course on writing a useful book. I won’t get it done of course, but … Read More “A new book and a request”
January 19, 2024
Not just for New Year
James Clear has some gems of advice for changing habits. I heard a few of them on a podcast yesterday, … Read More “Not just for New Year”
January 18, 2024
Silos
Functional silos are a bitterly-recognised problem in large organisations. They arise out of the idea that specialisation is efficient, that … Read More “Silos”
January 17, 2024
Going Pro
“A critical characteristic of a profession is the need to cultivate and exercise professional discretion – that is, the ability … Read More “Going Pro”
January 16, 2024
Weird
A thought occurred to me this morning. In my (admittedly short) corporate working life, I often got teamed up with … Read More “Weird”
January 15, 2024
Dust Corners
Imagine a small triangle of thin brass, with a hole in the middle so it can be pinned into the … Read More “Dust Corners”
January 12, 2024
Automating drudgery
John Simmons looked down at the room full of young women working away at their adding machines, each passing the … Read More “Automating drudgery”