Dealing with dead cats

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

Customer experience is hard – because it’s not just about the customer

It’s an end-to-end problem - and an opportunity I was in conversation with a fellow consultant recently where she described her horrendous experience returning a sofa she had bought. You’d think this would be a straightforward exercise - these days I find it’s straightforward to return unworn or undamaged products to suppliers and get a … Continue reading Customer experience is hard – because it’s not just about the customer

The Power of No (video)

In this video I discuss how saying no can aid you in your business planning and your personal productivity by providing an opportunity to focus and prioritise. I also share two simple techniques to help you have more productive planning conversations. https://vimeo.com/369578992

Want to get results? Stop being results-driven!

Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m not knocking this – it’s a marketplace; you’re there to sell yourself – but there’s one descriptor that’s really come to irk me lately: “results-driven”. … Continue reading Want to get results? Stop being results-driven!

Most strategies don’t work! Here’s how to have one that does

Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all of this falls short in some way or other. So, is strategy failing to deliver? In their new book “Beyond Default: Setting Your Organization on a Trajectory to an Improved … Continue reading Most strategies don’t work! Here’s how to have one that does

Transforming to a customer-led business: a potential model

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? I attended a breakfast discussion on the topic of transformation with a group of fellow Comotion associates recently and whilst these questions are straightforward, some of the answers challenge accepted wisdom on strategy and transformation. The roadmap … Continue reading Transforming to a customer-led business: a potential model