Lessons in Customer Experience from Apple


Apple has a clearly defined mission of creating products that are “insanely great.”   Simply stating that ambition achieves little.  It is Apple’s commitment to its values, such as integrated architecture and clean design (even on the inside of the device where no one will see it), that defines its products in the marketplace.   … Continue reading Lessons in Customer Experience from Apple

How your culture can promote innovation


“Organisational culture is the sum of values and rituals, which serve as ‘glue’ to integrate the members of the organisation.” – Richard Perrin I spent a wonderful day in Belfast this week with a group of Housing Organisations. It was refreshing as I got to talk not about tech and social media – but of leadership … Continue reading How your culture can promote innovation

We need less talk about innovation and more about mediocrity


  “The only way to get mediocre is one step at a time. But you don’t have to settle. It’s a choice you get to make every day.” – Seth Godin In my last post I named innovation as the most overused word of 2014. It’s consistently misapplied to things that really aren’t innovative at … Continue reading We need less talk about innovation and more about mediocrity

20 Signs You’re Probably Not Working For A Social Business 


If innovation is the most overused word of 2014 , then “social business” must be the most misappropriated term. Every other organisation I come across is claiming to be one. But what does it mean to be a social business? Altimeter Group defines it as: “The deep integration of social media and social methodologies into the … Continue reading 20 Signs You’re Probably Not Working For A Social Business 

Managers are waste: Five organisations saying goodbye to the boss


“Until there is a monumental shift in the leadership dynamic from the old fashioned command and control to a collaborative, status free, matrix way of working, then the debate about the need for an office (in the traditional sense) will be a long one.”  – Tracey Johnson commenting on Why The Death Of The Office … Continue reading Managers are waste: Five organisations saying goodbye to the boss

Robot Revolution: Our disappearing jobs and the future of work


“Imagine a pair of horses in the early 1900s talking about technology. One worries that all these new mechanical muscles will make horses unnecessary. The other reminds him that everything so far has made their lives easier. Remember all that farm work? Remember running coast-to-coast delivering mail? Remember riding into battle? All terrible. These city … Continue reading Robot Revolution: Our disappearing jobs and the future of work