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
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
We tend to think of plans as precise specifications like compositions, but writing for jazz musicians is a better analogy I specialise in creating robust, implementable strategies and plans for organisations going through times of change. Somewhere along the line a plan gets delivered, whether it’s me writing it or my clients, but I think … Continue reading Why business planning is like jazz
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
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of what appears to be a never-ending debate on a topic that around 97% of the population have lost interest in. Today (Tuesday 29th January) is … Continue reading Will customer experience survive Brexit?
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 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
In last month's post I identified The One Rule for strategy in a customer-driven organisation. Everything relates to delighting customers The use of the word delighting is important: it means achieving the customer’s desired outcomes. The word everything is important as well as it's likely to be the source of a number of questions or objections that … Continue reading Five objections to The One Rule
I've been thinking a lot about simplicity lately, partly because simplification is a major outcome of knitting fog and partly because I am starting to feel a bit overwhelmed by articles with titles like 'N top tips to improve your Customer Experience' or similar where N is usually an odd number between 5 and 25 . … Continue reading The one essential rule for customer strategy
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