To start a new year, I’d like to look again at what I believe is the most important thing in business… doing the right things right.
And on the first day of January, I’d like to focus your attention on HOW to do the thing right…
I run a strategy day for SMU for various corporate clients… in the morning we discuss what we need to do… the “what” of strategy development.… Read more
Today is my session at SMUs Future Ready Forum where I talk about how to integrated the new digital environment into your strategy. I set out the case last week.
for the last three years, I’ve been helping companies think through and communicate strategy and it still amazes me that many companies have no clear idea WHY they should succeed. They have strategies, sure, and capabilities, and know where they are competing, but have no heart to their businesses, no reason WHY.… Read more
Losing a great employee is a terrible thing.
Form a Bosses perspective there’s the time and expense of finding, engaging, and training the replacement. There’s the uncertainty of how the new employee will work out. There’s the hardship on yourself and the rest of your team until the position can be filled. There’s the teams uncertainty if the new hire will succeed and work within the team.… Read more
A new GM must focus on customers and growing and strengthening their business. One critical means to do this, is by focusing on customer experience and understanding how a customer experiences the business he runs, and in so doing generate insights to use to build a stronger business.
There are two way’s in which you can do this.
You can think Inside-out.… Read more
As a General manager you should aim to have a happy customers.
There are times, though, when customers become unhappy, even though you believe they have no right to be. And remain less than happy, no matter what you do.
Today, I’d like to offer some advice, an explanation, and a general strategy.
The advice is- get used to it.
While you can create a great environment for customers, you can’t make some unhappy customers happy.… Read more