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What does it take for ‘employee engagement’ to show up? (Part VI) v2
This post is an update to the earlier version (released yesterday) which I published before it was ready to be published by pressing the wrong button. I apologise. The truth that makes men free is for...
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Shareholder value or customer delight? Choose
It doesn’t work if you fill up the tank with petrol when your car runs on diesel. It doesn’t work to turn up at a nightclub and expect to get peace-quiet. It doesn’t work to drive down the wrong side...
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Is This The Answer to Collaboration, Creativity, and Innovation?
I met up with a ex-colleague today who is passionate about customers, about service, and about the customer experience. He showed me the NPS charts and figures and lamented that so little real change...
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