I’ve been having a problem with “employee engagement” for a while now. It’s a similar problem to the one I have with “customer experience”.Read More
It’s often said that Culture eats Strategy for breakfast. That’s true. But what’s the strategy for maintaining Culture?Read More
Control freaks get a bad rap.Read More
The need to satisfy a regulator, or meet legally binding deadlines creates a difficult balancing act for professional service firms.Read More
Getting rid of the middle-man. It sounds great.
Except it doesn’t happen that way.Read More
If your business was a board game? What would it look like? What should it look like?Read More
When a resource is expensive, it seems sensible to use it as efficiently as possible. So we batch jobs up for it, making them wait, so the expensive, and therefore scarce resource can be used to the max.Read More
This is how trust gets eroded.Read More
We tend to think of bespoke and off the peg as very much an either/or option. Not just in clothes.Read More
Years ago, a coffee shop - an offshoot of a well-known brand - opened in the middle of my local shopping centre. It had a nice old-fashioned feel, reminiscent of a cafe from the ‘30s, with wait staff and a long bar where coffee etc. was prepared. Of course I tried it out.Read More
Seeing a case or project through from beginning to end is very satisfying - both for the person doing it, and for the client on the other side.Read More
‘Marketing’ used to mean shopping -Read More
Despite my frequent rants about self-checkouts, there is one good reason to have them.Read More
You’ve put your heart and soul into building a remarkable business that does things differently.
Now you’re ready to scale.
But the last thing you want is to sell out to the same-old, same-old, corporate route to growth.
What if there were a new and different way to think about organising and growing your business, that takes the best bits of being small -Read More
“I can see you’re waiting, why don’t you use the self checkout?” asked the shop assistant.
“Because I don’t want to leave the store angry.”Read More
I recently flew back from Sweden. At Gothenburg airport, I got my luggage label and boarding pass from the self-service machine, and waited in front of the designated check-in stations to drop my luggage. There were 4 stations, so 4 queues formed.
After about 30 minutesRead More
I vividly remember the butterflies in my stomach as I handed over the cash. It was a lot of money to pay for a book - £40, when a paperback cost less than £1.Read More