Latest Posts
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5 Reasons You Need To Question What Customers Are Telling You
Despite little evidence of impact, each year millions of pounds are spent on market research, focus groups, and ‘coproduction’. The danger of listening to customers is you end up focusing on wants not needs. Often what a customer wants is… Continue reading
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Ending The Myth Of Collaboration
The best organisational cultures are tolerant of the loner, the thinker. – John Wade “If I was you,” said a colleague recently “now would be a very good time to involve customers, to get more people involved”. No, I thought,… Continue reading
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The Big Problem With Change Programmes
People don’t resist change, they resist bullshit – Peter Vander Auwera A friend of mine told me last week that their organisation was about to begin its third change management programme in just seven years. Each of the two preceding programmes had a… Continue reading
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Continuous Partial Attention: Designing A Less Distracted Future Of Work
Calm, focused, undistracted, the linear mind is being pushed aside by a new kind of mind that wants and needs to take in and dole out information in short, disjointed, often overlapping bursts—the faster, the better – Nicholas Carr ,… Continue reading
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The Number 1 Priority For Your CEO: Building Trust
Silence is now deeply dangerous—a tax on truth – Richard Edelman Trust is the most valuable commodity in your organisation – although it’s probably not something you talk about often, much less attempt to measure. For the past 16 years,… Continue reading
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If You’re Still Shying Away From Using Technology To Improve Customer Experience – You’re Doomed
You must relentlessly ask: Is this harder for the customer to do? Relentlessly. Because, today, in an increasing number of areas, if it’s not easy-to-use, it’s dead in the water. – Gerry McGovern Re-entry into the world of work after… Continue reading
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Change, Transformation and Complex Problems: My Top 5 Posts of 2017
One of my 2017 resolutions was to blog more consistently. The glory days in terms of the readership and reach of this site peaked in 2014 before a decline in 15/16. The problem was lack of discipline. My blogging lesson… Continue reading
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Why We Need To Learn To Love Project Managers
‘There isn’t a child alive who dreams of being a project manager’ – so said Scott Berkun. He pointed out that project managers can unintentionally reinforce their work as (let’s be honest) dull – by trying to get everyone to pay… Continue reading
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How To Kill Innovation In 10 Easy Steps
Many of our organisations, without realising it, act as inhibitors of innovation. Rules and protocols are put in place — often for very good reasons — that preserve the status quo. Over time, organisations develop a set of social norms… Continue reading
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The Case Against Digital Transformation
Something that’s being sold to you as more convenient may well be a lost social interaction that you’ll never get back – Ben Holliday, Convenience Isn’t Digital Last week a friend of ours told me a story about trying to get some… Continue reading
Paul Taylor 