Experience is in the little things
A few years ago, I spent a week in Abu Dhabi.Abu Dhabi is the capital of the United Arab Emirates, near the tip of the Arabian peninsula overlooking the Persian Gulf and…
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 the problem is I don’t…
The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
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 also one of the hardest…
The new WHILL wheelchair enhances the experience for airport passengers. Photo courtesy of OmniServ
OmniServ: customer care in action
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from the hold to the gate…
5 Ways To Encourage Smart Risk-Taking
There have been hundreds, if not thousands, of articles that have been written about how making mistakes and learning from them, is one of the major keys to success. As leaders, we're…
How To Stop Culture From Eating Your Strategy for Breakfast
One of my favourite business quotes comes from Peter Drucker, and it’s “Culture Eats Strategy For Breakfast.” What this means is that is doesn’t matter what your companies mission, vision,…
Creating organisational change using Business Process Management (BPM)
For the past few months I’ve been engaging in an Enterprise Resource Planning (ERP) system merger & new supply chain management project. I was mainly involved with change management, more specifically…
Creating a memorable coffee shop experience
How can retailers stand out from the competition and ensure sustainability of in-store coffee experiences? My husband and I recently visited a local coffee shop with some friends, and I…
Recovering Our Underutilized Human Resources
I'm always looking for ideas to help me think differently about leadership development. My colleagues on LinkedIn have not disappointed me. There was a recent post that made me realize…
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