Understanding resistance to influence others

A key skill relevant to leaders at all levels is the ability to positively influence people in such a way that others follow you and act willingly —as opposed to complying because of the “authority” you hold from the organisation.

Other corporate roles, such as in finance, in marketing in HR in communications, are built primarily around the ability to influence others without direct responsibility.… Read more

To influence, take people on a journey.

I’m working more and more on assisting companies improve their skills of persuasion, inside their organisations.

This is definitely a key skill relevant to leaders at all levels. the ability to positively influence people in such a way that others follow you and act willingly —as opposed to complying because of the “authority” you hold from the organisation- is more and more sought after. … Read more

What a CEO needs to know about customers- from touch points to journeys

As a practitioner, manager, and board director, and as a widely read observer, i can say clearly that Companies which create exceptional customer experiences can set themselves apart from their competitors and produce significantly better business results.

The practice of mapping the journey of our customers, is well established, but typically these elements have been treated distinctly- a piece of point of sale, a price, a sponsorship, and while there is typically oversight from a brand perspective to ensure there is fit with the brand, there is often little co-ordination from a customers perspective to ensure these touch points align to create a co-ordinated and self-reinforcing customer journey,

thats why I’d like to discuss moving from discussing elements of a marketing plan to the overall perception of the plan from a customers perspective.… Read more

Learning to surf the digital tsunami

In the digital world, your consumers can’t help but shop around.

Regrettable, but true… loyalty is down, but not out.

The past few years have seen exponential growth in tools that have made researching and purchasing products online vastly easier. We’ve seen an explosion of mobile shopping apps that showcase options, simplify pricing, compare product specifications, and facilitate peer reviews that make switching brands easier.… Read more

The momentary joy of pushing buttons


Most products and services, almost everything we buy and use, has but one job—to make us feel better.

The fundamental reason we use technology of all sorts, from stone tools to the latest iPhone, is to improve our mood, our situation.

We can prove this- research documents the real impact of the placebo effect in medicine. But can we extend this to our everyday lives… are we made happier through the placebo effect in our lives?… Read more