List

Customer

  • There is only one customer, and he pays the bills

    I am your customer, you are my customer. When I need to provide you with something, you are my customer. […]

  • ‘It’s our policy’ is often the worst policy

    A while ago, my brand new iPhone was stolen at the airport, having left it behind on a table for […]

  • 10 rules for external or internal partners, for change or transformation.

    These rules apply whether you are an external partner or an internal one. Rule number 1. Resistance is never universal. […]

  • News from the front line

    Yesterday was International Receptionist Day. Perhaps it was buried in a myriad of International Days of Something. But the receptionist […]

  • My well intentioned food fed my well intentioned thoughts. How weird.

    In my job as an organization architect, I travel quite a lot and therefore I stay in lots of hotels […]

  • Irrelevance, survival, average, good, or ahead of the game? Buying tickets for the latter.

    I’ve been in front of 2000 people in Ecuador last week. Out of 8000, all belonging to a family owned […]

  • Why I will go back to the hotel after a bad experience and a long email, but not to another which gave a discount on the bill

    Something went wrong with the room allocation in my hotel. When I arrived on the 3rd floor with my plastic […]

  • Digital Transformation: the new clothes for the enterprise, and something fundamental is missing

    An indepth analysis of the world of ‘Digital Transformation’ shows two things. One is that there is no such thing […]

  • Most ‘I’m just doing my job’ people, are not doing their jobs

    Every morning in my neighbourhood there is a small window of time when traffic becomes chaotic, slow, painful and frustrating. […]

  • Customer centric? How about starting with manners. Revolution, really.

    Manners is an old fashion concept. Courtesy, consideration, empathy with the other? All in one? Manners are the behavioural expression […]

  • Protest platforms are hardly learning ones. Engagement surveys and events feed back are often anything but learning tools.

    Political commentators in the US have argued that Donald Trump’s campaign is a protest one, attracting people who are against […]

  • ‘Customer Obsession Disorder’ is gaining ground. Bad idea.

    Perhaps because custumer focus was not enough, we created customer centrism. Apparently this is not enough and we now need […]

  • A lot of trumpeted customer-centrism is company-centrism, or us-centrism, disguised as customer and with a customer music in the background

    ‘We are reorganising in Business Units to meet customer expectations’. Actually, not, no customer has called you to ask you […]

  • A 10 line Street Social Dictionary to navigate your social business and avoid fooling yourself with mistaken expectations.

    Customer: buys your product, once, or twice, pays, that’s it. Thanks User: buys your product, once, or twice, pays, uses, […]

  • Value conversation or cost conversation? One departure, two avenues, several destinations.

    “Nowadays people know the price of everything and the value of nothing.” Oscar Wilde It’s hard to have a conversation […]

  • Navel gazing (Nombrilisme in French, sounds much better) is constant in the organization. The issue is not to deny it but to fight it.

    There is so much to fix and manage inside the organization that the task could be never ending. Soon, and […]

  • Darling, what are your expectations today? Or why do we talk Martian in business?

    There is a ‘meeting expectations’ cult in business. It has created its own concept of (customer) services: meet customer expectations, […]

  • Customer memo to corporate: Not in my name.

    We do so many things on behalf of the customers! Or because the customers. Or for the customers. We reorganise, […]

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      Daily Thoughts

    September 27th, 2023

    Redefining Talent Wealth

    The war on talent McKinsey consultants started it with a book of the same title. By focusing on what it […]
    September 8th, 2023

    What I Learnt From The Monks: A Little Anthropology Of Leadership And Space On One Page

    My friends, monks of a Benedictine monastery in the Highlands, Scotland, spend most of the time in silence. I mean, […]
    August 23rd, 2023

    Can We Rescue DEI From Its Trap (The Label)?

    Most of the problems and challenges in organizations, together with most of the solutions, are behavioural in nature. It’s about […]
    August 10th, 2023

    Restructuring to force collaboration, is likely to create more anxiety than collaboration. Structural solutions for behavioural problems hardly work.

    Sometimes restructuring is done with the intention of solving a collaboration problem. ´A people´ don’t talk to ´B people´; if […]
    July 18th, 2023

    The ‘Impossible To Disagree With’ School Of Management

    ‘Good leaders have empathy, respect employees and set the example. If you want to change things, you need to have […]
    June 29th, 2023

    Large scale change is not small scale change repeated many times. Small wins repeated are lots of small wins.

    Large scale change, as a series of cascading small scale interventions (often under the philosophy of ‘small wins’) has dominated […]
    June 6th, 2023

    Culture change is not long and difficult. But we make it so…

    I suppose the question is how long is long and how difficult is difficult? In general, business and organizational consulting have […]
    May 19th, 2023

    Value is an overused term in business and, as such, it’s becoming meaningless

    Value, as usually used, means transactional monetary value. Usually it doesn’t mean intrinsic value, or value per se. For example, […]
    May 4th, 2023

    The importance of ‘critical thinking.’ Your own critical thinking is more effective at making your workplace better than any generic employee survey.

    Build your own Employee Engagement argument for free. You can’t go wrong. Here are three baskets full of concepts: Basket […]
    April 21st, 2023

    ´Busy-Ness’ Is A Trap

    I went to a big conference where I was introduced by the chairman like this: “Welcome everybody. Lovely to have […]
    April 14th, 2023

    Training and culture change. The love affair that ends in tears.

    It seems to be very hard for people to get away from the idea that if we just put individuals […]
    April 11th, 2023

    Teamocracies and Networkracies have different citizens: in-Habitants in team-work, riders in net-work

    The old view of the organization is something close to the old concept of a medieval city, where citizenship was […]
    April 5th, 2023

    3 Ways To Get Approval From Your CEO Or Your Leadership Team

    Way number 1: My team has developed these three options, A, B and C. Which one do you want us […]
    March 29th, 2023

    A Cheat Sheet To Create A Social Movement Tip = to shape organizational culture since both are the same.

    Mobilizing people. This is another of the Holy Grails (how many have I said we have?) in management. Whether you […]
    March 16th, 2023

    Critical Thinking Self-Test: A 10 Point Health Check For Your Organization And Yourself. If any of these are a good picture of your organization, you need to put ‘critical thinking’ in the water supply.

    Test yourself, and your organization. Do any of these apply? Doing lots, too fast without thinking. High adrenaline, not sure […]
    March 9th, 2023

    A culture of safety or a culture of training in safety?

    Cultures are created by behaviours becoming the norm. Safety is at the core of many industries. Significant budgets are allocated […]
    March 2nd, 2023

    Empowerment is an output. If you can visualize it, you can craft it.

    The real question is, what do you want to see happening so that you can say ‘people are empowered’? Employee […]
    February 24th, 2023

    A simple question will jumpstart your organization into change. It will also save you from months of pain spent reorganizing your people and teams.

    The following line will short-cut months of (building) ‘alignment’, integration, reorganization, team building, coalition building, and any situation in which Peter, […]
    February 20th, 2023

    Lead Via Peer-To-Peer Networks – If you don’t lead via peer-to-peer networks, you’re only driving your car in first gear.

    Peer-to-peer work, transversal, spontaneous or not, collaboration, peer-to-peer influence, peer-to-peer activities of Viral Change™ champions or activists, all of this is the […]
    February 7th, 2023

    Write a script, not a strategic plan

    If you care about the journey and the place, you need a story. If you have a good, compelling one, […]
    January 26th, 2023

    3 self-sabotaging mechanisms in organizations

    Organizations, like organisms, have embedded mechanisms of survival, of growth and also of self-sabotage. These are 3 self-sabotage systems to […]
    January 10th, 2023

    Who should be involved in culture change? All inclusive versus going where the energy is.

    Many times, in my consulting work, I find myself facing a dilemma: Do I involve many people on the client’s […]
    December 23rd, 2022

    Tell what won’t change – Introducing 1 of my 40 rules of change

    In any change programme that any organization wants to start, they will start by thinking of the things that they […]
    December 16th, 2022

    Scale It – Introducing 1 of my 40 rules of change

    When creating effective change in any organization, there are 40 rules that, in my experience, are the key between success […]
    December 5th, 2022

    Assets & Strengths Base – Introducing 1 of my 40 rules of change

    For more than 30 years I have been involved in ‘change’ in organizations. Again and again, some fundamental principles, and often […]
    November 25th, 2022

    Campaign It… is 1 of my 40 rules of change

    When you filter out the noise, when you try to extract the core, the fundamentals, those ‘universal rules’ of change […]
    October 31st, 2022

    Hybrid or not hybrid? That’s not the question…

    Culture is the new workplace If you want to have a conversation about the future of work, the nature of […]
    October 24th, 2022

    ‘Powered by Viral Change™’: A Social Transformation Platform for the organization of the 21st Century

    When we started to work on Viral Change™, as a way to create large scale behavioural and cultural change, and […]
    October 14th, 2022

    Corporate tribes, intellectual ghettos and open window policies

    We talk a lot about silos in organizations usually in the context of Business Units or divisions. But these are not […]
    October 7th, 2022

    Peer Networks are the strongest force of action inside the organization

    Peer-to-peer works, transversal, spontaneous or not, collaboration, peer-to-peer influence, peer-to-peer activities of Viral Change™ champions or activists, all of this is […]