Pick-n-Mix – how to use role models to drive innovation

We’ve all done it – when our company fails to reach the high standards of performance that we’d like, we find ourselves thinking “couldn’t we be more like X?”, where X is anyone from Amazon to Zappos. In other words, the oft-cited exemplars of operational excellence, customer-centricity or employee engagement. But we need role models … Continue reading Pick-n-Mix – how to use role models to drive innovation

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