Wake up and smell the cologne… how are you inspiring your customers?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect…
The One Thing That Stops People Accepting Accountability
The blame game - it's so easy. When sh*t hits the fan, the easiest thing in the world is to point fingers and find some poor unsuspecting employee to blame. Hell, it's…
Why you need to lead more and manage less
Practically every coaching client that I deal with who is having a hard time either because they are feeling overwork or overwhelmed are struggling with the same problem. They are spending too…
Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a great time. The show was witty, topical…
Don’t shoot the hamster!
Recently I was working with a client on helping them achieve some performance improvements. As we reviewed how one department was doing, my client picked up the phone and called the…
Timing matters
Building an audience to leverage “customer” timing
What is “customer timing”? In my previous article (https://bit.ly/2F1Cq0i), I talked about mapping the buying journey so that, as marketers, we could better help the customer through the process of…
Employee Engagement is not the Responsibility of the Employee. Here’s Why.
If I had a dollar for every time I had a leader tell me "I wish they had given me an engaged team" or "why can't my team be bothered…
Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report ahead of Norway, Denmark, Iceland…
Are you building the skills for success in 2030?
A report into consulting skills for the next decade has lessons for all kinds of organisation The Centre for Management Consulting Excellence, a pro bono organisation set up in 2017…
Are you ready for the leadership revolution?
The old command and control style of Leadership has been under attack for many years, but now we are facing the perfect storm, one that will consign it to the…