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Wednesday January 18th 2012
Last Monday (January 16 2012) one of the front page headlines in The Daily Telegraph was ‘Clegg plans a John Lewis economy’.
What this means, at least to Deputy Prime Minister Nick Clegg, is that by rewarding the workforce with a share of the businesses they work for, people will – the theory is – work harder and more devotedly. The analogy with John Lewis derives from the well-known fact that the John Lewis organisation is, in fact, a partnership, owned by its employees. John Lewis distributes an annual profit share which, in recent years, has generally been about 15 percent of the employee’s salary.
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Posted in Consumer Behaviour, Customer Centricity, Customer Experience, Retail
Thursday December 1st 2011
One of the supposed traits of being British is that we don’t like to complain; it ranks up alongside our love of queuing. Maybe being Scottish I have always felt the need to take a polar view as I have always found constructive complaining to be at least therapeutic and often fruitful. Today, though, I think British people have learned the knack of complaining and are actually becoming pretty good at it. Read full article »
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Posted in Consumer Behaviour, Customer Centricity, Customer Experience
Thursday November 24th 2011
How do we find out what customers really want?
‘Ah’ I hear you shout, ‘that’s obvious, just ask them!’ Read full article »
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Posted in Business Transformation, Customer Centricity, Customer Experience, Manufacturing
Wednesday November 23rd 2011
We are told today that the Equality and Human Rights Commission (EHRC) have discovered that some older people are not cared for in a dignified and respectful way and that as a result their human rights are not being met. To those close to the industry, this is no surprise at all. In fact the Care Quality Commission (CQC) in their last report 2010/11 stated that “One of the outcomes we look at covers ‘effective, safe and appropriate care’. For both NHS and adult social care providers, failure to meet the regulations on this outcome was one of the three most common reasons why we served compliance actions”. Read full article »
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Tags: careful management, commission, compassion, contract, CQC, deaprtment of health, dignified, duty of care, equality, front line, human rights, manager, NHS, older people, operations, outcome, provider, respect, responsibilities, social worker, support
Posted in Business Transformation, Customer Centricity, Customer Experience, Local government & health, Organisational Change, Savings, Service companies, Strategy
Tuesday November 15th 2011
I am actively contributing to the consultation on the Social Care Reform white paper call ‘Caring for our future’. In my view there is an encouraging vision for the future which is getting hampered by policy makers holding onto some ineffective ideas about how markets operate, as well as an absence of blueprint for how to make this vision practical. However we believe we have a virtually proven design for a system which could deliver this vision consistently across the country. Read full article »
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Tags: box, budget, care, care home, consultation, customer, customer centric, delivery, exemplar, local authority, market, outcome, proven, reform, social care reform, social worker, support, taper, triangle, waste, white paper
Posted in Customer Centricity, Customer Experience, Local government & health, Public Sector
Tuesday November 15th 2011
Today, local authorities simply have no alternative but to find ways to improve service quality while cutting costs. Read full article »
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Posted in Business Transformation, Customer Centricity, Customer Experience, Local government & health, Public Sector
Wednesday November 9th 2011
The popular TV knowledge quiz ‘QI’ recently featured a question about rail travel in Britain in the early twentieth century. Read full article »
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Posted in Business Transformation, Customer Centricity, Customer Experience, Service companies
We have proved that by asking a simple but slightly enigmatic question really significant improvements can be made. The question is: are you delivering boxes or triangles?
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Posted by jeremyl | Comments (5);
Tags: box, budget, care, care home, customer, local authority, outcome, saving, social worker, support, support plan, taper, triangle, waste
Posted in Customer Centricity, Customer Experience, Local government & health, Public Sector, Savings
Christmas is on the way and consumers’ minds are turning towards preparations for the holiday season. Children and adults alike are thinking about and planning present lists, party invitation lists and of course, shopping lists. Read full article »
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Posted in Consumer Behaviour, Customer Centricity, Customer Experience, Retail, Retail & Distribution
Tuesday October 18th 2011
Many of us have at some point in our careers helped to run a small business, or a semi-autonomous department of a larger business, which can amount to much the same thing.
Don’t you remember the buzz you had when you went to work? The excitement on Sunday evening of looking forward to getting in on Monday morning and making things happen? Read full article »
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Posted in Manufacturing
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