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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

Leadership

Dealing with dead cats

The “dead cat” strategy – dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don’t want …

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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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Entrepreneurial Thinking

Article

5 things I learned in 5 months as an Entrepreneur

The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are …

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Article

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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