Carping is essential but let’s celebrate the stuff that goes right as well - however mundane it might be
My history of accidents is an object lesson in building customer relationships
If you make an unexpected gesture of thanks to your customer you'll generate goodwill as I discovered with a bizarre addition to an online delivery
It was the rock critic Jon Landau who almost blighted Bruce Springsteen's career in 1974 by declaring him the future of rock and roll so I hesitate to say that I might have seen the post-pandemic future of live performance after attending an app-enhanced online gig by Dutch jazz trio Tin Men & the Telephone … Continue reading The future of live performance (and customer engagement)?
We talk a lot about your organisation's why, but find your customers' why is critical and will provide a guiding light as you plan your way out of the pandemic
There's a tendency to fall back on "mental comfort food" at this time but it won't do for planning a way out of the current crisis. Learn the one question you must ask yourself to think creatively about your organisation's future.
The "elastic band" reaction to change is becoming apparent It seemed like a good idea at the time: take the first three months of 2020 "out" on a project whose full-time, full-on nature didn't allow much time for writing or video work, come back and resume my regular posting of ideas on change and related … Continue reading Coronavirus and change: sensitivity required
The "dead cat" strategy - dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don't want to talk about -was much in evidence in the recent UK General Election. However, dead cats - controversial, difficult, or hard-to-solve problems - litter most organisations, diverting attention away from … Continue reading Dealing with dead cats
It's possible to get hung up on detail and precision when writing a business plan, a bit like writing a piece of classical music. In fact, business planning is more like writing music for jazz musicians: less detail and space to improvise. https://vimeo.com/376397854
In this short - and hopefully not boring - video I offer a cure for what could be termed "Founders Syndrome" - a focus on the core mission and purpose that can obscure the dull but necessary tasks required to help the organisation grow. https://vimeo.com/376373317