Paying attention to the things not on a CV can be just as important as the things that are on it Like most people I like to keep my CV and LinkedIn profile up-to-date. I think my CV and profile do a pretty good job of representing the "work me" – the qualities and experience … Continue reading How strong is your “Alt-CV”?
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London last Saturday, you’d most likely have found 700,000 people getting in your way blocking the route from Park Lane to Parliament Square. The issue that … Continue reading Is democracy all it’s cracked up to be?
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but does the organisation you work for feel the same way? In our work with CX leads we come across a real tension between what companies … Continue reading Ten tell-tale signs that show you’re not that customer-centric
Vision. Focus. Mission. Drive. All words we often use to describe the qualities we associate with high performing companies or the people who lead them. But if I had to pick the one quality that propels an organisation into genuinely high performance, it would be purpose. It encapsulates all the above terms and taps into … Continue reading Harnessing the power of purpose
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?