Business sentiment doesn’t matter… consumer sentiment does
I was watching the news this morning, when the ever predictable financial reports came in from so-called experts. This is normally the...
Category: Organisation
The power of a good customer story
Sometimes it feels as if the power of storytelling is ingrained in our DNA. Even before written forms of human history, tribes...
Say ‘no’ to profit, and it will come
Greed can be such an amazingly powerful driving force. Likely, we have all had a taste of it at some time or...
Leadership, and a lack of it
I was having a conversation recently with a colleague about the structure of companies. It was very much along the lines of...
Sick days are signs of crisis
Occasionally, you will come across something that blows your mind. A level of stupidity beyond reasonable comprehension. You’ll wonder to yourself “what...
Work yourself out of the job
A lot of leaders will often ask about goals. What should they strive to achieve, and where should they be seeing themselves...
NBN – user experience has everything to do with it
As a technologist at heart, and as an organisational, customer and user experience expert, the Australian NBN project tugs at my heart...
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...
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...