To make our KPIs more meaningful, the first thing we need to do is change our approach. It is how we use KPIs that causes most of our problems with them. Like other management approaches, we need to use a proven methodology for our KPIs, performance measures and continuous improvement. Where KPIs come from […]
READ MORECustomer-centricity the number one issue for Australian CEOs..?
The Australian Institute of Management identified the key issue for Aussie CEOs in 2015 as “customer relationships”. CEOs have recognised that customer-centricity is a key issue for the future of their organisations. The research identified that CEOs were “kept awake” by “big data analytics, cyber security and the cloud”. Quoting the article, “Dr Malcolm Johnson […]
READ MORECustomer Experience Trumps Customer Service Every Time
Customer service has been a focus for organisations for years. Improving service can be a differentiator between alternatives available to your customers. Customer experience now brings a new angle to the focus of service delivery. With customer experience as a goal of service, we can reach the hearts of our customers. In our work culture […]
READ MOREWhat’s your purpose..?
Leadership and purpose are critical to maintaining motivation. We all want to do meaningful work. To feel that the work we do makes a difference to someone. In organisational contexts, the leadership role is important to setting and maintaining this focus on meaningful work. Individual purpose is just as important. Background to this story […]
READ MOREEmbedding Change and Cellular Renewal
Change management methods and practice often focus on the preparation and changing phases. This is often seen as the exciting parts. The planning and doing of the change effort. However, no change effort is complete until it is embedded into everyday work practice and habit. Embedding change often takes three months. There is an uncanny […]
READ MOREThe Problem With Sales Today
Let’s address the problem with sales today. I alluded to these “eight great misleading sales traditions” in an earlier article on Profit by Design, because these traditions cause problems and mislead us in getting to the outcomes we are striving for. There is a problem with sales, particularly how leaders are applying old […]
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