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Customer Innovation

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My beef with boards

I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches …

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“Most Lean service programmes don’t deliver much value to the customer”

Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six …

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Is management consultancy a waste of money?

Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but …

Leadership

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The case against a chief customer officer

Blake Morgan is a keynote speaker, customer experience futurist and the author of the bestselling book “The Customer Of The Future.” She is also a …

Leadership

How to create highly engaged teams

People are not afraid of hard work they are afraid of failure, and it’s this fear of failure that causes them to disengage because nobody …

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5 things I wish I’d known before becoming a leader

In a coaching session a client they asked me, “what were the main things I wish I’d known that would have helped me become a …

Entrepreneurial Thinking

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How an entrepreneur grew his business from $168 to $168M

I was a little depressed after a colleague told me about a CEO that had fired several people because they used an outdated procedure. Unfortunately, …

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5 lessons from climbing a mountain

Two weeks ago I climbed Mount Snowdon to raise funds for a local school. At 1,085m it’s the highest mountain in England and Wales. It’s …

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5 things I learned in 5 months as an Entrepreneur

The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are …

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