Dog days: when brands bite

I like the occasional beer, and I like brands that position themselves as something a bit different, so it was disappointing to read of the contortions that self-styled punk brewers Brewdog went through when their solicitors asked Birmingham pub The Wolf to change its original name – The Lone Wolf – as it conflicted with the brewer’s new spirits brand of the same name.

Brewdog’s actions sit uncomfortably Continue reading “Dog days: when brands bite”

Developing a new operating model: agile or fragile?

Designing and implementing a new operating model is one of the biggest challenges an organisation can undertake, and increasing pressures and strategic priorities mean that results need to be achieved in a shorter and shorter timescale. Do the agile approaches that have arisen over the last few years – mainly in the development of digital products and services – provide a way of meeting these demands and creating organisations fit for the future? Or does the slow and steady ‘classic OD’ approach provide a more lasting solution that fits with larger organisations’ ways of working.

Continue reading “Developing a new operating model: agile or fragile?”

Customers first, or employees – do you really need to ask?

I was struck a few years back when I read Herb Kelleher’s excellent account of the growth of SouthWest Airlines that he held the view that customers come second whilst employees come first. Aha! I thought, contrarian thinking from the head of a company renowned for delivering a great customer experience, that’s great! And since I have come across similar statements from Richard Branson and many others  I have tended to repeat this as a piece of received wisdom. Time then to unpack the issue and ask: in a company that wants to provide a great customer experience do customers come first or second?

Continue reading “Customers first, or employees – do you really need to ask?”

Five key questions to check if you have OCXD

The drugs won’t work

They say you should never start with an apology – but let’s break that rule: apologies in advance to anyone reading this who does actually suffer from obsessive compulsive disorder (OCD). This post is not intended to trivialise a serious mental health condition but Obsessive Customer Experience Disorder (OCXD) seems like a good way of characterising Continue reading “Five key questions to check if you have OCXD”