Tag: Business

Strategy, The business minute

Building market share through improved customer service.

The focus of this minute is to extend the traditional customer journey map and discuss the relationship between market share and positive and negative customer experience. As always, please let me have your comments.

GarthSeptember 29, 20231 min read

Strategy, The business minute

The importance of losing customers in a purposeful manner.

Great customer service is not about getting it right first time. That is expected. Great customer service is how you respond when things go wrong. This is a business minute on the importance of losing customers in a controlled manner. As always, please let me have your thoughts.

GarthSeptember 29, 20231 min read

Consulting Techniques, The Managers Kitbag

Business Process Reengineering

I have addressed many of the principles around business process reengineering (BPR) in the previous […]

GarthJune 1, 20149 min read

Consulting Techniques

Strategy Development Workshops

This article covers the basics of developing a business strategy. My favourite maxim on strategy […]

GarthMarch 29, 20149 min read

Change Management

Perception – Its Not What You Think

Maybe each human being lives in a unique world, a private world different from those […]

GarthNovember 16, 20135 min read

Consulting Techniques

Policies and Rules – Similar But Different

Recently I was asked what I considered to be the difference between rules and policy. […]

GarthSeptember 11, 20134 min read

Change Management

Malicious Compliance – The Smiling Serpent

I was talking to a colleague last week over a beer. He was full of […]

GarthAugust 22, 20136 min read

Change Management

Managing Risk – A Trigger for Change

Having spent considerable time on business transformation projects I can say with a high degree […]

GarthAugust 11, 20134 min read

Change Management

Getting the Measure of KPIs

I was talking to a client about KPIs and they passed me a large bound […]

GarthJuly 17, 20134 min read

Change Management

Why Entrepreneurs Need To Bath

Entrepreneurship – the act and art of being an entrepreneur (Source:Wikipedia). When I was growing up […]

GarthJune 29, 20134 min read

Change Management

It’s Only Kinky the First Time

Everybody on this planet knows that cutlery goes in the top draw. You can walk […]

GarthMay 27, 20135 min read

Change Management

Why Change Needs Politically Incorrect Managers

Leadership of transformational change has to be one of the most difficult disciplines a manager […]

GarthMay 21, 20136 min read