Rewriting my relationship with the Closed system
I wrote this as a part of my original certification submission for Kantor Structural Dynamics – Level 2: Changing Behaviour in High...
Insights
Practical thinking on customer strategy, systems design, and business transformation.
No! I will not complete your employee survey
In a previous article, I wrote than employee surveys don’t work. You can read that one here: Why good people leave It ruffled...
Digital for digital sake
I was in a customer experience workshop a few weeks back. It was for a large law firm, and they had engaged...
A United Fiasco
Air travel fascinates me. And, for the most part, I still find it glamorous. I do enjoy sitting in the lounge, glass...
The work is too far away!
I remember having this awkward discussion with a manager quite a while ago. It was so poignant it still makes my feel sick...
Customer Journey Mapping – Lessons in Humility
Journey mapping is an interesting exercise. It’s typically done when you have an existing service, already delivering to customers and you want...
Why good people leave
Many of us have been there, stuck in a job that we don’t really like, doing tasks that seem mundane, repetitive, boring…...
Performance reviews in the spotlight
Performance reviews… oh geez, where to begin… If you’ve worked for pretty much any company barring a few notable exceptions, you have...
Toxic employees – a misnomer
I’m going to start this article with a bit of perturbation – there is no such thing as a toxic employee! What?!...
The best organisational structures
So many business experts will tell you that they know how to shape your business to make everything better. Normally they prescribe...