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
To focus your project, add a To-Not-Do list to your to-do list There’s an exercise that’s both entertaining and useful when setting up and planning a new project or business venture: thinking of all the ways you could make it fail. Sample ideas, admittedly not that hilarious Here’s how it works: in a planning process, … Continue reading The power of messing things up
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
Purpose is key, but you need vision to inform it Many years ago, I was on one of the least fulfilling consulting projects I have ever carried out. It had all the hallmarks of success – prestige international client, great colleagues, working in London and New York – but the only problem was that the … Continue reading The vision thing: who needs it?
If you're in need of an aide memoire to help structure your business planning process I'm delighted to offer a simple one page guide. Why one page? Well, planning can be a complex process once you start to consider all the various factors that need to be taken into consideration so it's best to start … Continue reading Free planning guide
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to do. Reviewing our various activities over the coming months we decided there was no way we were going to be able to do what we’d … Continue reading The power of No
A distant reminder of Candid Camera is nothing to smile about As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of pranks on unsuspecting members of the public filmed by hidden cameras it provided some guaranteed laughs and played to this child’s sense of mischief. One … Continue reading Improve your customer service with more “gorms”
A non-toxic theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier to get one fairly cheaply (thanks to TodayTix) – your elation can be followed by a sudden lowering of expectations: the venue will be crowded … Continue reading Making customers feel welcome is so easy but why is it still so rare?
I'm starting a series of short videos to explore how permaculture principles can help an organisation create a sustainable culture change. https://vimeo.com/359743473 In this first video, I introduce the concept.