I’m always on about the importance of having a clear business purpose – not necessarily the lofty do-good type that P&G, Unilever and co now seem to think they must have, just a reason why an enterprise exists, what it’s there for, in terms that its customers would recognise and value. This Harvard academic thinks so too, and makes the case brilliantly in this pithy book. It’s an accessible, human approach to business strategy development, Read More

Books | February 2013

According to the service profit chain theory, satisfied employees deliver satisfied customers, which means sales will rise and profits will grow. So in a service business, if you focus on keeping employees happy and motivated, that’s job done. Who could disagree with that? I can.

I once worked with a contact centre business in the US mid-west which had the happiest employees in the state, and probably in the entire contact centre industry in the USA. Read More

Comment, Thought leadership | February 2013

“It’s not the employer who pays the wages. Employers only handle the money. It’s the customer who pays the wages.”

Henry Ford Read More

Quotes | February 2013