Back in the Black
We normally steer away from sporting analogies mostly because we have never reached the level of elite athletes and also because that space is well catered for by…
Building a Winning CRM Strategy
“Getting the right product, to the right customer, at the right time, via the right channel at the right price supported by excellent customer service” is the…
Last Minute Larceny
Leaving things to the last minute is a recipe for disaster and it causes stress, anxiety and often a series of corners have been cut. Quality suffers and often there…
The Customer Management Myth
Our view on Customer Relationship Management (CRM) is unambiguous. For us it is all about getting the right product, to the right customer, at the right time, via…
Failing to Learn
Ever see those new leaders who carry themselves with such bravado? They’re usually the ones who haven’t failed yet. When they inevitably do, it isn’t pretty…
Risk Versus Reward
Trying to avoid all risk in business is the same as trying to avoid all opportunity. Simply reacting to risk, meanwhile, is just crisis management: shutting the…
The Data Dilemma
The strategic impact on companies of the exponential technological rate of change is both extensive and fundamental. How can you plan properly in an environment…
Why Your Boss Is Wrong About You
As the performance review season comes to its usually unsatisfactory conclusion for many, we thought we would share our thoughts on why many performance review systems…
Finding Fault
In business we often come across cultures where blame is accepted or is even the norm. We like to mention one of our favourite terms – ‘blame-storming’. This…
Blue Monday
Blue Monday is the name given to this day in January (typically the third Monday of the month) claimed to be the most depressing day of the year. The concept was…
Service Means Service
Good customer service is a valuable asset, especially in today’s high-tech-oriented, increasingly impersonal business world. Therefore, if you are aware of…
Talking Transformation
Individuals, organizations change continuously, reacting to developments in their markets and to the arrival and departure of key people. In a large company, these…
Vive la Révolution
The Fourth Industrial Revolution, commonly known as Industry 4.0, appears to be changing the way businesses function. Organizations must decide how and where to…
Behavioural Science?
Conventional wisdom amongst those running organizations would agree that there is value in good service. An abundance of literature exists supporting the notion…
Credibly Credible
Credibility in leadership is important now, more than ever, because there is a good dose of cynicism in the workplace and our people are cynical about us as their…
Service Intelligence
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…
Changes
‘Changes’ is a song by David Bowie, originally released on the album Hunky Dory in December 1971 and as a single on 7 January 1972, the day before Bowie’s…