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Customer Innovation

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C minus for CX?

Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what …

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The Case for Customer Experience V2.0

It’s time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same …

Customer Innovation

When statistics hide the truth about customer complaints

Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an …

Leadership

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Want to get results? Stop being results-driven!

Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of …

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The One Thing You Need To Understand About Your Company’s Culture

Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. In every …

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A question of culture: assimilate or die?

Time to look at culture from an employee’s point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is …

Entrepreneurial Thinking

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5 regrets of a failed entrepreneur

Ninety percent of start-ups fail, some for reasons which were completely avoidable, others because of a lack of confidence, preparation or understanding of what was …

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How to be an entrepreneur: 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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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I was a little depressed after a colleague told me about a CEO that had fired several people because they used an outdated procedure.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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