Discover how to turn your team of lone wolves into a pack.
Read the full column in Management Today.
Define your direction. Fujifilm’s employees were united by a simple aim: ‘Kill Kodak’. Develop a mission statement with your team as early as possible. Give people the freedom to work in their own way but set one rule:…
Read more The kind of outsourcing partner that is worth having does more than just what is in the contract – and the client who hires them knows that too and treats them accordingly.
Read the full column in The Sunday Telegraph.
Apple is famous for doing it itself. The Jobs doctrine demanded total control, which meant owning every…
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The humble to-do list is among the oldest organisational tools in the box. Even Renaissance masters used them. Now psychology is explaining why they work, and what you can do about that nagging feeling of an unfinished one.
What’s your to-do list for today looking like?
My list includes updating a project plan, conducting a client research…
Performance reviews are here again.
Yes, it’s that time of year when getting the balance between praise and negative feedback is crucial. Unfortunately our intuitive mind can get in the way, spotting connections where there are none and skewing us to being negative.
Read more What do customers want?
Several things probably popped into your head. Value for money? Yep. Quality product? Yep, that too. An efficient service experience? You betcha.
Greater choice? Hmm, probably. But we’re not so sure.
Consumer surveys tell us that choice is important. And companies – from supermarkets to insurance firms – advertise the extensive choice they offer…
There are few things in life more infuriating than a jobsworth – a person who, according to the Oxford English Dictionary, uses their authority as a minor official to insist rules and bureaucracy are followed at the expense of common sense.
And new findings have now shed light on this bane of customer service initiatives.
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