Four Factors Hindering Transformation
The problem with good service design is that you don’t notice it. It’s only when you experience truly bad design that you appreciate the good stuff. That’s why so few organisations are design led. They focus on designing out the bad rather than designing in the good from the beginning. Earlier this week I ordered…Paul Taylor
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, Edelman has attempted to track the progress, or decline, of trust across 28 countries. The latest…Paul Taylor
What if Uber did health, housing and social care?
If you’ve been to a conference in the past 12 months – you’ll almost certainly have seen the slide above, or a version of it. Mentioning “disruptive innovation” adds a sprinkle of sophistication to otherwise ordinary presentations. It’s a sit up and take notice slide that says: ‘Better listen, or you could be history.” However –…Paul Taylor
Your Own Personal Social Media Policy: 10 Top Tips
“Companies often want this one single voice but when you have thousands of employees there’s no way you can have a single voice and be authentic,” – Professor Joonas Rokka One of the best links I saw last week was about how employees active on social media play a crucial role in corporate brand management.…Paul Taylor
How Social Is Your CEO?
Last week I ran a workshop for a number of Chief Executives. Whilst preparing my slidedeck (which is featured above) I spoke to a friend who is the Managing Director of a medium sized business. They have a very basic website. No media links. When I asked why he doesn’t use social media , he answered simply: Paul…Paul Taylor
Does Social Housing Need To Find A Richard Branson?
It’s May 2008 , and Helena Moore and I have just left the stage at the European Customer Management World Conference. We had just presented to an audience that included John Lewis , Microsoft and some young startup outfit called Facebook. People who we would now recognise as experts in marketing their product and selling their…Paul Taylor
5 (More) Social Media Mistakes To Avoid
Earlier this week I shared the post ‘Five Social Media Mistakes To Avoid’ by Heather-Anne Maclean. The following mistakes were chosen as her Top 5: 1. Failing to use a photo or avatar for your profile 2. Not completing your bio 3. Having too many networks 4. Not writing professionally 5. Failing to be human.…Paul Taylor
The Connected Homeless
“It’s amazing how nice their Smartphones are. Some would actually go without food rather than lose their Smartphone.” This quote is from a manager of a homelessness hostel. Someone who has observed up close that, for the Connected Generation , staying in touch with their networks isn’t a luxury- it’s a necessity. This isn’t something…Paul Taylor
The Rules of Attraction
I was asked a question the other day: “No-one is engaging with our Facebook discussion. Will you have a look at it and tell us what you think?” I turned the question back on them. “If it was you. And you were the customer. Would you have joined in?” After a few seconds deliberation –…Paul Taylor
Social Media: A Trust Thing
I’m lucky. I’m part of an organisation where everyone has access to social media. Anyone can set up a Facebook or Twitter account. Anyone can blog. Without restriction. No Policy. One Rule – “If you wouldn’t say it out loud in the cafe area – don’t put it on social media.” So it’s shocking to…Paul Taylor