“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

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

Banks, eh? Easy to knock them, but what can we learn from their travails? Well, they illustrate perfectly how a. incentives drive behaviour, and b. delighting shareholders is unlikely to be a winning strategy in the long term. John Kay’s book Obliquity explores the principle that complex goals are best achieved indirectly, with examples of companies which achieved sustainable profitability by focusing not on their profit goals but on what their customers needed from them. Read More

Comment | July 2012