It can be very easy as a business to wax lyrical about customer service and the importance of customers within the psyche of the organisation. At the same time, as customers we all have endless anecdotes and stories about very poor service alongside the occasional great service. Despite the fact that often we see service...
The script for organisational leaders says we should be focused on strategy, the big picture, the long term. And that’s true. Yet it ignores the chaotic, volatile world we inhabit, the one that sees headwinds and crosswinds colliding at every turn. Stable conditions are almost impossible to come by. So, if everything’s changing, seemingly in...
Short-termism may appear to be a particular affliction of political leaders. The constant restructuring of national services with ill thought through plans and/or little time given to allow the new to work is one example. Another is the promises that got them elected are often side-lined or plain broken when in power. Perhaps the short-termism...
We all enjoy reminiscing about the past and it can bring much comfort especially when things are so uncertain. Indeed the past can contain many useful pearls of wisdom if we have the ability to stand in an objective space and harvest the value. There are, however, risks with being reliant on the past. By...
In the past few days we have seen an immense ending as HM Queen Elizabeth II’s 70 years of extraordinary service came to an end. The baton and responsibility have passed to her son and heir, taking us into a new era. So far we have witnessed much continuity with activation of centuries old processes...
There are, as we know, a plethora of leadership models, frameworks, qualities and quotes that define leadership, and we can be forgiven for being somewhat confused about what the definitive description of leadership really is. To come to new answers or insights on this question it is important to elevate the thinking beyond the conditioning...