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How Not To Go About Effecting Behavioural Change And Moving Towards...

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and...

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How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

The Challenge Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to deal with the issues of high costs and low...

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How To Cause Customer-Centricity By Shaping The Work Context (Part 2 of 3)

Recap: Where We Are At If you took part in the previous conversation you will have a good grasp of the work context that led to the receptionists running to-fro from the front desks to the problem...

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Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?

Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie, and then selects the most...

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What Way Of Being Creates Access To Effectiveness In The Exercise Of Change...

Looking back, I see that I have been involved in drama of organisational change since the days I did corporate recovery work as a part of Price Waterhouse’s Corporate Recovery division.  That must have...

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Customer / Leadership: What Is The Access To Cultivating Greatness?

It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack a crystal ball.  Further, I say that the future is not already made. The future is...

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How To Think Productively About Customer Experience?

A little while back Bob Thompson asked this question on the CustomerThink.com site.  Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus,...

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Leadership Involves Mastery of Initiative Conversations

Effective Leaders Excel At Initiative Conversations I say that a leader is s/he who brings about a future that wasn’t going to happen anyway. I also say that human beings are beings who live in-through...

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Are Leaders & Management Practices The Key Obstacles To High Performing...

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation….  What is the key ‘thing’ that...

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A Personal Reflection On Change

What is change really about? Why is it that at times folks fight against change and other times folks embrace change?  What is going on here?  Allow me to give you my take by sharing my story with you....

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