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Customer Innovation

Article

The reductionist flaw at the heart of Lean

In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed …

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Article

OmniServ: customer care in action

Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from …

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Case Study

Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles

“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” …

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Leadership

Article

5 Ways To Encourage Smart Risk-Taking

There have been hundreds, if not thousands, of articles that have been written about how making mistakes and learning from them, is one of the major keys …

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Article

How To Stop Culture From Eating Your Strategy for Breakfast

One of my favourite business quotes comes from Peter Drucker, and it’s “Culture Eats Strategy For Breakfast.” What this means is that is doesn’t matter …

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Article

5 Negative Impacts Of A Blame Culture

How do you respond when a problem occurs? Do you leap into action and go into full solution mode? Or Do you look around and …

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Entrepreneurial Thinking

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4 ways that starting over can make you successful

Just like walking to the next tee, starting over can really help you up your game. Recently I was at an event where we were …

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Article

Priti Patel and the mine field of being a maverick

Priti Patel’s much-publicised forced resignation as International Development Secretary the other week, for not disclosing the extent of her holiday meetings with senior contacts in the Israeli government, …

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Article

Want to start your own business? Here are 5 questions to ask yourself before you do…

Did you know that 96% of private sector businesses in the UK have less than 10 employees*? These are the UK’s micro businesses, 5.4million enterprises …

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