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Are you Really Committed to your Customers?

16 June, 2011 by James Lawther 1 Comment

Commitment

I spent rather too long at Glasgow airport this week.  Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]

Filed Under: Blog, Employee Engagement Tagged With: communication, customer focus, marketing, poor service, purpose, service design, trust

The Deadly Cucumber

12 June, 2011 by James Lawther Leave a Comment

Germany has had one of its worst ever outbreaks of food poisoning.  The cause was an outbreak of E. coli O104.  It was bad, 2,400 people became ill and 23 people died. Initially it was thought that the infection came from organic cucumbers grown in Andalusia.  In response, Germany’s health ministry told consumers to avoid […]

Filed Under: Blog, Operations Analysis Tagged With: assumptions, clarity, communication, error proofing, measurement, trust

In John Lewis we Trust

8 June, 2011 by James Lawther 1 Comment

A couple of months ago my wife bought a bed from John Lewis.  The beauty of buying a bed and having it delivered is that you can also pay to have the old one taken away (which is a pain of a job).  Unfortunately my wife neglected to do this, leading to not a little […]

Filed Under: Blog, Employee Engagement Tagged With: customer focus, good service, John Lewis, service design, trust

Decide, Please Decide, Decide Now

4 June, 2011 by James Lawther 1 Comment

What do you do when faced with a decision? Do you do everything you can to get it right?  Do you analyse the options, get opinions from trusted advisers, work through all the angles to make the correct choice.  Do you take the time and effort to make sure?  Do you do the right thing? […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, communication, decisions, measurement, risk assessment, trust, waste

Bored at Work

8 April, 2011 by James Lawther Leave a Comment

Facebook gets more hits than Google. There is a social media revolution going on.  I can communicate with millions using Facebook, I can Twitter to thousands and if you really need to see me, how about a bit of YouTube? It is all about engagement and communication. Which are, oddly,  two of the biggest challenges […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, information technology, trust

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