Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much…

Signs of a broken organisation

A combination of the following behaviours and conditions, seen consistently over a period of time, can be a sign that things are not well in an organisation. Senior…

Can your business bank help (with innovation)?

A bank is necessity a conservative, cautious, slow to react or change organisation. That is their DNA, tied in with their business requirements and industry identity. Who would…

Incremental acceptance of the unacceptable

Social disasters stem from the gradual acceptance of unacceptable (but small) changes. Step by unchallenged little step, we march as a whole towards a greater outcome we would…

Just hiring diversity is not enough

Diversity is more than just hiring diverse people in your organisation. If everyone in your organisation is unwilling, or don’t know how to connect to each other, then…

Reviewing commitments

How often are we caught up in a particular course of action – something we had committed to some time ago – when it no longer serves us…

Details details details

This is one of the monitors in a local McDonald’s. Do you notice anything odd about the display? It has been like this since I first came here…

Problems in an ego-driven business

When a business is primarily driven by the owner’s ego, the following problems often arise: Wrong priorities: The ego’s needs come first. Everybody else, including customers, must come…

Why ego-driven businesses fail

When the owner’s ego is the primary driver for a business, it can fail because the ego’s need for attention gets in the way. The dominance of the…

The pros and cons of being nice

Because humans are social animals, being nice is a basic requirement to stay in business. If we want our businesses to last, we must learn to work with…

$500 census server

QUT students design a $500 cloud-based census server four times better than IBM’s $9 million system. This article about two university students creating a system over a weekend…

If you truly feared failure…

This is an interesting reframe: “People who think they fear failure have got it wrong. They really fear success. If you truly feared failure, you’d be very successful.”…

Recruitment approach limits fresh thinking?

Employers continue to play it safe; while still saying they want fresh thinking and innovation. …employers explicitly look for certainty about productivity and fit in their new hires….

Making THEM change

I have sometimes joked that this is the ultimate change management tool. People I have said it to have generally found it funny. Because we recognise the underlying…

Pragmatism an undervalued strength

Pragmatism seems to be somewhat undervalued these days. And yet it is a powerful antidote to the plethora of fads and trends promising easy fixes and quick answers…

Making money in software

Here are four broad approaches to make money in software development today. Let me know if you find them useful. 1. Create and maintain bespoke software for vertical…

Working on vs working in

Working In: habits and operationalised processes; dealing with the day-to-day. Working On: is invocation, new habits, new processes. Dealing with strategic decisions and putting in place systems.

What does your brand sound like?

I spotted this question on LinkedIn recently. I want my brand to be quiet. Because I want it to be about listening to what my clients have to…

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.”…

“What an ugly baby”

Would you ever tell someone their baby’s ugly? No? Then why would you tell a client their business or project is ugly, broken, etc?! Yes some projects start…

If we were our own client

Do you treat others better than you treat yourself? Do you forgive others more easily, even as you demand more from yourself? Do you put off doing something…

Un-extraordinary Vertu

Vertu may be for extraordinary people but this ad of theirs at Berlin Tegel airport was definitely sub-ordinary. Actually rather poor. The composition is amateurish. The layout looks…

Selling game alphas is the ultimate lean

Game companies selling alpha-release (essentially unfinished, work-in-progress) games has to represent the ultimate in lean. More game companies seem to do this. Instead of taking the more conventional,…

Idea banks and the need for curation

This is Bjercke og Eliassen’s idea bank in the National Museum of Architecture in Oslo. Bjercke og Eliassen are Norwegian architects who build many of Oslo’s landmark buildings…

 

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