Hygiene is paramount in building customer service

Well yes, that sort of hygiene is important, but “Hygiene factors” in building customer service are significantly more important than previously thought and significantly more important than delighting your customers.

Frederick Herzberg introduced concepts in the 1950s that have revolutionised the way we look at employee motivation in the workplace and these have now moved into motivating customers in business. His theory introduces two separate scales measuring employee satisfaction.… Read more

What’s needed for Effective strategy implementation?

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

How to start your strategy with “WHY”

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

Why good people resign; the 6 key reasons.

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

Inside out or Outside in?

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