I'm starting a series of short videos to explore how permaculture principles can help an organisation create a sustainable culture change. In this first video, I introduce the concept.
Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will know who’s unwrapped and binned or attempted to recycle the plastic from their weekly grocery shop. With images of plastic-bound sea life in our heads … Continue reading Want to change your culture? Go green…
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the hospitality industry. But a recent experience made me realise that hospitality businesses rarely offer hospitality that feels genuine – like a good evening spent having … Continue reading How often do you offer genuine hospitality?
Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things teams hate about you was on LinkedIn. I clearly hadn’t woken up as I thought the article was 15 things you hate about LinkedIn. To … Continue reading Can CX save us from a bleak future?
Sometimes it pays to listen to the minority view The recent D-Day commemorations have reminded me that last year I saw a great play about weather forecasting… don’t stop reading there because it was weather forecasting that made D-Day successful and that, in turn, made me realise how important minority views can be. Under pressure … Continue reading Listening to dissenting voices could be your organisation’s D-Day
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets to sit and socialise or work in. When I’m working at home and need a change of scene, I often take myself off to one … Continue reading To keep your fickle customers, focus on repeatable great experiences
According to a recent survey it is – but fixing it requires commitment across the whole organisation Whatever you may think about Facebook, Instagram or Twitter, their ethics or market capitalisation, social media companies are not about to disappear as a channel through which brands can connect with the current or future customers. But success … Continue reading Is poor service letting down your social media strategy?
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a new perspective on feedback. I was in a local chain coffee shop, taking advantage of a freebie courtesy of my mobile provider and the productivity benefits that seem to accrue … Continue reading Are you an inspirational customer?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect but in the interests of veracity it was a fine day – and I had an hour’s “office time” before a meeting. I went to … Continue reading Wake up and smell the cologne… how are you inspiring your customers?
A report into consulting skills for the next decade has lessons for all kinds of organisation The Centre for Management Consulting Excellence, a pro bono organisation set up in 2017 to foster excellence in consulting through greater links with research, launched a report into Consulting Skills for 2030 this week. Drawing on interviews and surveys … Continue reading Are you building the skills for success in 2030?