Encourage your customers to desert you … why don’t you?

Last week’s debate on energy costs and the recommendations by Chris Huhne [UK Secretary of State for Energy and Climate Change] for us to switch users really got me mad – why on earth would any sane business encourage its loyal customers to take their business elsewhere. When I’m helping my clients with customer care, [...]

One small step – from good idea to effective action

You’ve a burning idea to improve your business, you would like to move it forward but it’s still a bit fuzzy. You are not sure how to get going or even how to describe it to others. Perhaps that’s stopping you from doing anything but it is critical that you take that first step as [...]

What was that about turkeys and Christmas?

In yesterday’s Sunday Times [9th October 2011], Rod Liddle wrote a short piece about the difficulties faced by BBC Director-General, Mark Thompson, in his attempts to reduce costs by slimming down the middle management of the organisation. Liddle, suggested that Thompson was facing a losing battle as those charged with making the change were those [...]

Me, myself and I – understanding stakeholder perspectives

If you have read any of my earlier posts, you will know that I do my best to avoid “management speak” and jargon. I make no apologies, however, for using the term “stakeholders”. It means anyone who has an interest in, can affect or be affected by the business. I find it particularly useful to [...]