A strategy is a plan It is, a mechanism for getting from pont A to point B, to hit a goal. There are two ways of developing that strategy, (and two types of people the Planners and the Wingers) Method 1: Wing It (aka The Emergent Strategy) Keep your eye on the goal, then work […]
Lessons From The Corner Shop
Yesterday I went into a corner shop to buy a newspaper. The woman standing at the counter was muti tasking, talking on her mobile phone whilst, at the same time, chewing gum. When I went to pay she didn’t look me in the eye, she just stuck out her hand and took my money She […]
Customer Service the Virgin Atlantic Way
People love Virgin Atlantic. If you Google “I love Virgin Atlantic” you’ll get 79,000 hits, try doing that for British Airways and the number is 50,000. A number that isn’t too shocking until you realise that BA have ten times as many planes as Virgin. The “I hate” figures tell a very similar story. But […]
Are you Addicted to Free Money?
There is lots of “free money” out there. Companies are making millions. Let me give you some examples: A bank whose customers send them payments but don’t include their account details, the bank has no idea where to credit the cash. They sit on it for a while, waiting for the customer to claim it, […]
Q&A with Fred and Jack
Fred “the Shred” Goodwin of Royal Bank of Scotland fame held regular management Q&A sessions. Before the meetings RBS managers had their questions vetted so that nobody asked anything foolish. Allegedly, even after that, Fred would point out that it was “a stupid question” then tear the questioner apart “Neutron” Jack Welch of General Electric […]
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