For those of us who are not charging by the hour, then I would argue that it may well be more profitable to work less. I repeat… to work less. Less hours… less stress… less banging your head against a brick wall. I shall be more … [Read more...]
Lousy Rotten Stinking Customers and Clients
It seems that, despite numerous reminders, the pompously named ‘customer/client relationship teams’ just don’t ‘get it’. In fact, the majority of the marketing team don’t ‘get it’. They just don’t understand the whole ‘customer’ … [Read more...]
Owner-Directors Do Not Need Silver Bullet Advice
Owner-managers (the smaller, younger naive businesses) find it almost impossible to sort the good from the bad in the sea of offers of help. Their very naivety excludes them from knowing what they don’t know and what it actually is that … [Read more...]
The importance of having a conversation.
In an age where everyone seems to be obsessed with Twitter and Facebook it could be considered risky to dismiss social media but that doesn’t seem to bother Robert Craven. Business reporter, Liza-Jane Gillespie, talks with the guru about … [Read more...]
Unfreezing Declining Businesses
The principles of business growth are pretty straightforward. Find and fine-tune a formula that works, test that it can scale, and scale it. It all looks so simple when you put it on paper but the actual reality is something … [Read more...]
A Very Different Version of Success
When our fast-growth business is on a winning streak, life is great. When things go wrong then it doesn’t feel so great. There’s also another place we can end up. Partly as a result of the stress and partly as a result of a lack of … [Read more...]
I don’t like Customer Service…
"We should celebrate how grumpy we are in the UK!"Jack Whitehall - Live at the Apollo - British/American customer service … [Read more...]
Mind the Gap: Service Delivery Myopia
I have been asked to gather examples of my recent study, 'Mind the Gap'. Certain individuals have seen fit to 'borrow' and misrepresent the findings (text and graphs). Twelve years of polls and surveys (the ‘Mind The Gap’ research, … [Read more...]
Anti-Social Media: a rant
Social Media is not…! Why do they call it social media? It is anything but social. It is anti-social. What social media does can be really damaging to a business. Under the mistaken idea that they are ‘doing business’, … [Read more...]
Mind the Gap – What companies are missing… the service delivery gap
Here is a a copy of highlights of the Mind the Gap research paper. You can download the full pdf here MIND THE GAP What companies are missing and what to do about it Conclusions of 12 years of Service Delivery Gap Polls and Surveys, … [Read more...]