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Investing in Service or Brand?

1 September, 2010 by James Lawther Leave a Comment

Vodafone has been named the most valuable British brand in 2010. It spends millions of pounds each year sponsoring events such as London Fashion Weekend…. differentiating itself from its competitors in a commodity market. Do customers care? If you search twitter for “Vodafone” you quickly discover that customers are only worried about two things: The […]

Filed Under: Blog, Operations Analysis Tagged With: marketing, service differentiation, training, video

Smoking Public Relations

27 August, 2010 by James Lawther Leave a Comment

Toyota have recently been lambasted for faulty floor mats and sticking accelerator pedals, resulting in a multi billion pound recall. Ferrari on the other hand have had ten of their super cars burst into flames and a representative told Just Auto “It is important to differentiate between what is a vehicle fire and outside factors […]

Filed Under: Blog, Operations Analysis Tagged With: accountability, customer focus, public relations, Toyota, video

Hiding in the Numbers

23 August, 2010 by James Lawther Leave a Comment

Does your management information come from databases? Do you employ analysts to “mine” the data? It’s amazing, you can slice and dice the data any which way you like; changing reports on a daily basis, creating pages and pages of beautiful graphs, comment and analysis, showing what a great job you are doing. Or, instead […]

Filed Under: Blog, Operations Analysis Tagged With: accountability, data presentation, fessing up, measurement, video

Leadership Brand

20 August, 2010 by James Lawther 1 Comment

The latest HR insight from the US.  Have you developed your leadership brand? Do you want to give the aura of being “tactically strategic” or “passionately dispassionate“. Have you tested it with your colleagues and gained feedback? Are you committed to making this part of your “personal growth plan”? Is this rubbish? I suppose it […]

Filed Under: Blog, Employee Engagement Tagged With: communication, empowerment, marketing, trust, video

Black Men can’t Swim

12 August, 2010 by James Lawther Leave a Comment

How many Olympic class black swimmers can you think of?  Eric Moussambani? There is an evolutionary theory for this: White people have evolved to live in cold climates, so have a layer of subcutaneous fat to keep them warm.  This also aids buoyancy.  Black people on the other hand carry less fat and tend to […]

Filed Under: Blog, Employee Engagement Tagged With: best practice, capability, Olympics, video

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