Paperchase is in the news for the wrong reasons. They ran a free gift-wrap promo with the Daily Mail last weekend. It’s news because it triggered a campaign against them on Twitter. This in turn prompted them to tweet, “We now know we were wrong to do this – we’re truly sorry and we won’t ever do it again. Thanks for telling us what you really think, and we apologise if we have let you down on this one. Read More

Comment | November 2017

Purpose is motivating in the abstract, essential for strategic choices, and helpful for decision-making. We all know about the man cleaning the toilets at Cape Canaveral who was “putting a man on the moon” (if you believe it). But it’s individual recognition that gives our work meaning at the personal level.

The proof is in studies done by Dan Ariely, the behavioural economist. In one, people were asked to assemble Lego Bionicles. For the first fully-assembled robot toy, Read More

Thought leadership | July 2017

A dull autumn morning in a park in south west London, in 2004. Nine men and four women line up on an improvised start line. A lean South African called Paul Sinton-Hewitt takes a photo, then calls “Go!” and the first Bushy Park Time Trial is underway. He waits while they run out of sight around the park, then clocks the first two finishers, who cross the line side by side in just under nineteen minutes. Read More

Thought leadership | June 2017

Age UK are in trouble for doing a deal with an energy provider that raised £6m a year for the charity. It’s tough, and probably feels unfair to them. But this is what happens when the operational needs of the business get dissociated from its core purpose. Fundraising is essential but it is not why Age UK exists.

The charity aims to help everyone make the most of later life. Undoubtedly some older people are confused by energy tariffs, Read More

Comment | February 2016

John Lewis Opticians have just launched. How will they do? JLP’s mutual ownership model is much loved and admired. It’s working well. The total group’s revenues have grown by 50% in the past six years, through a recession. With profit distribution to all employees, known as partners, John Lewis has become the new Virgin, champion of the customer. I would love to buy a car from them, or have them sell my house. But the world of opticians doesn’t need John Lewis. Read More

Comment, Thought leadership | January 2016

We seem to be moving from a words-dominated world to a picture-led one. YouTube is the world’s second-largest search engine (its owners Google tell us). It’s never been easier to take and share pictures, and it’s happening a lot. See Pinterest, Instagram, Twitter, et al. Marketing tech start-ups that do something with video are springing up all over the place.

That could make us think words don’t matter any more. Who reads when they can watch a Vine or YouTube it? Read More

Thought leadership | November 2015

I knew I was cutting it fine to catch the 19.20 from Waterloo the other night. But I’ve done it often, and know which platform to head for. The train was still showing on the board. So I was more surprised than anything else when the doors closed in front of me, and I watched from platform 3 as the train pulled out. “But it’s leaving early!” I protested to the unruffled train controller who was right beside me as he waved the train off. Read More

Thought leadership | April 2015

I have a relationship manager at the bank where I have my business account. I wonder what relationship he’s managing.

Is that unfair? Here’s a bank trying to do better. The problem with their monthly courtesy call is that it is content-free. They offer me nothing – no information, no news, nothing that could be useful to me. In truth it’s unlikely they’ll chance upon something I want to hear anyway. It feels like something they’re measuring for their own purposes: “We call all our business customers at least six times a year and check all is well.” The presumption here is that I will value the calls, Read More

Comment | January 2014

“It is never too late to be who you might have been.”

George Eliot Read More

Quotes | January 2014

It’s all the rage to talk about purpose in business (I’m keen on it myself) but business also has to be about the numbers. The financial results are the ultimate numbers. Targets, KPIs and incentives are management tools to drive and track progress. But, there’s more to the old adage, “what gets measured gets done” than setting KPIs. Not all customer metrics are good for customers; even the best-intentioned metrics can have unintended consequences. Here are a couple of examples. Read More

Thought leadership | October 2013