The BBC has reported that the Department for Communities and Local Government is publishing all spending over £500. It states that last year the department spent £310k on catering. That sounds like a big number until you look at the graph that is also published. Personally I would be a little more worried about the […]
Have You Heard The News?
I read a Hodding Carter quote today: “Television news is like a lightning flash. It makes a loud noise, lights up everything around it, leaves everything else in darkness and then is suddenly gone.” Politicians manage to the news, think about the recent furore over bonus payments to bankers. I wish they would worry a […]
Service Prioritisation System
I met the Service Director of a large (very!) engineering company. They sell £5 million plus ticket items and then service them for their customers. He proudly told me about their new customer service prioritisation system. It runs an algorithm that tells him which of his backlog of service requests is most important and they […]
Conflicting Views on Customer Service
A recent survey by the HBR suggests that exceeding customer’s expectation (delighting them to coin a phrase) won’t get you more customers. But not giving them what they want will cause them to walk. Seth Godin on the other hand maintains that: “recovering from failure is such a great opportunity. If you or your organization […]
Death by PowerPoint
Death by power point may be a real phenomenon; according to General James N. Mattis of the Marine Core, “PowerPoint makes us stupid“. General H.R. McMaster believes “It’s dangerous because it gives the illusion of understanding and the illusion of control“. How about a return to the typed memo’s of the 1990’s? They had to […]
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