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management & leadership

Trust, customer service and customers you do not want any more

I've been thinking about my recent American Express experience - outlined in AMEX discovers new depths to customer service. It is clear to me that companies have the right to choose which customers they deal with. But it seems that how they remove those customers from the books is

American Express discovers new depths to customer service

I've been an American Express customer for a long time. But recently they made it apparent that they do not want my custom so I'm in the process of closing my accounts. Unless their customer service tactics are treat 'em mean and keep 'em

Managers are important too

After recent thoughts about leadership - just when I thought it was all sorted out in my mind - a buddy, @KerriAnne, made the point that some great leaders are truly dreadful managers. And she's right, very rarely do we see the combination of a great leader and a great

Is leadership only about leaders?

Had an interesting conversation with my friend @MaverickWoman about leadership over the weekend. Conversations with @MaverickWoman are always thought-starters and this was no different to usual - she got me thinking. The big question I started thinking about was: Is leadership only about leaders? At business school there was so

Telstra, Public domain, via Wikimedia Commons

Telstra IT transformation woes

I was about to write some more about the networked society but this article by Michael Sainsbury caught my eye: Telstra trauma as tranformation costs mount. This is a sad, but all to common, tale of a large organisation that desperately needs to update its core systems, and to integrate

Telstra, Public domain, via Wikimedia Commons

Telstra IT transformation woes

I was about to write some more about the networked society but this article by Michael Sainsbury caught my eye: Telstra trauma as tranformation costs mount. This is a sad, but all to common, tale of a large organisation that desperately needs to update its core systems, and to integrate

Open-plan office with modern decor and natural lighting, ideal for productivity.

Reasonable Hours of Work in the ICT Industry

A friend who works in IT support (for a very large and well known IT industry multi national doing security patching and stuff) just phoned me because his boss wants him to work overnight to do a release and then to front up to work again early tomorrow morning. This

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