Customer service in the digital age – what changes?
Kate Carruthers During an exchange on Twitter earlier this year with some folks who were attending #scrmsummit we chatted about customer service and about how costs are a real focus for most…
management & leadership
Why do bad leaders happen to good people? #notw #hackergate
There have been astonishing revelations in London about leaders in the News International group of companies and in the UK Parliament. Perhaps even more shocking is the disclosure of the…
Bad management, ethics and philosophy: what can we learn from News of the World?
The demise of a 168 year old (and reportedly profitable) newspaper in Britain called the News of the World (NoTW) gives us some valuable insights on a number of levels.…
Social capital, karma and getting things done
I’ve never been a big fan of David Allen’s Getting Things Done® method – all that sorting and categorising of endless lists bores me. But I am a huge fan…
Innovation: operational excellence is not a path to sustainable growth
I’ve been thinking about innovation a great deal lately and am fascinated by how many people confuse two different kinds of innovation. The two different kinds of innovation are: continuous…
Innovation – does it make sense for business?
Every business book I pick up nowadays seems to accept as a fundamental premise that innovation is a good thing and that it should be pursued relentlessly. But I’ve been…
Leadership and the Digital Revolution
I’m in Brisbane today attending the Smart Services CRC Conference. Following are slides from my presentation earlier today. Tweets from attendees are under the hashtag #smartservicescrc in case you’re curious.…
If bad is stronger than good what can we do about it?
I’ve been reading an old article that remains extremely interesting – it is an academic paper dating back to 2001 titled Bad Is Stronger Than Good. The authors note that:…
Why things don’t change – or the tyranny of ‘THEM’
Over the years I worked as a senior manager in large organisations and, more recently, as an educator and business coach for senior managers across private and government organisations. A…
A new dimension to analysis: Time to include a spiritual angle?
In business school we all learned to use the same analytical tools – S.W.O.T., P.E.S.T., P.E.S.T.E.L., BCG Growth Share Analysis, Competitor Analysis, Porter’s 5 Forces, etc. But at dinner the…