“What gets measured gets managed” is an often quoted maxim in business. But it is a potentially dangerous approach in situations of complexity, subjectivity and perception. SERVICEBRANDs are a case in point where the people element and emotional engagement are such fundamental parts of the customer experience. The aspects that are easier to manage (eg did the employee say “Welcome to XYZ Hotel”) are less important than the elements that are more of a challenge to measure (eg did the employee make you feel welcomed and valued?). However, the easier to measure aspects are what some organisations focus their attention on…..almost of the mindset that the other elements will simply not exist because they are not being measured!Continue reading “What gets measured gets managed…”
Search for the hero
Last night at the Theatre Royal Drury Lane, Heather Small was singing one of her best known songs and the chorus is as follows:
“You’ve got to search for the hero inside yourself
Search for the secrets you hide
Search for the hero inside yourself
Until you find the key to your life”
Connection and collaboration
We did this to help make the topic more accessible for everybody and inspire further discussion. What a wonderful connected world we live in.
Top of the Charts (well, number 39!)
This article “Building a Culture: You Need to Harness the Value of Core Values” was in the top 50 most popular articles on TLNT.com in the whole of 2014.
In summary, there is an explanation of what values are and why they are important, increasingly so in our super-connected world. The article goes on to explore some of the benefits of a values-based approach but also refers to the challenge of embedding this approach – with such a dependence on personal accountability from everybody representing the organization. There is some compelling commercial evidence and the article finishes with a music metaphor exercise for you to try.
Brands Interdependence – Brooks leading the race
Over the Easter holidays I was reminded of the interdependence of brands (products and SERVICEBRANDs):
Last October I bought a pair of Brooks running shoes from the shop at my local David Lloyd Leisure Centre.Continue reading “Brands Interdependence – Brooks leading the race”
The alchemy of relationships, curiosity and serendipity…
There is a lot written about the way to be successful and achieve – the importance of goal setting and targets, planning, monitoring progress and measuring performance. But is there another less well understood route to achievement and success through constantly striving to excel, investing in relationships, being curious and encouraging this in others?…because when these things are in place sometimes, for no apparent reason, wonderful things happen….seemingly by chance……Here is a story which reminds us of how little we are in control of the way events turn out but also how we can do a lot to give the best chance of a good outcome, even without knowing what this might be!!Continue reading “The alchemy of relationships, curiosity and serendipity…”
Enter to Win The 31 Practices book!
In October, to celebrate the two year anniversary since the publication of ‘THE 31 PRACTICES – release the power of your organization’s VALUES every day’, there is a competition to win a copy of the book.
Continue reading “Enter to Win The 31 Practices book!”
Make a date with your Values
Whilst visiting New York to spend time with a client for their annual 31Practices review, I took the opportunity to visit the Brooklyn Tabernacle for a Sunday morning service. Not everybody who attended was religious but the attendance of about 3000 reminded me of the power of bringing together people with a similar mindset and interests. This is the simple principle of World Values Day. Last year at a UK Values Alliance meeting the concept of a World Values Day idea was born and several months later it is nearly here.Continue reading “Make a date with your Values”
The Values Economy
We are living in extraordinary times – volatile, uncertain, complex, ambiguous.
The pace of change will never be this slow again.
In the service sector, many traditional approaches are no longer relevant and there is a new business agenda emerging.Continue reading “The Values Economy”
Chapter 2017 – personally and at work
As we are entering the final quarter of the calendar year, you might like to take a moment to reflect on the fact that we are all writing Chapter 2017 for our personal lives and for our work/role/job… every day. We hold the pen. And at the end of 31 December 2017, there will be one key difference between our Chapter 2017 document and any other document we will ever create… It cannot be edited. On 31 December 2017 (in just 91 days’ time), your Chapter 2017 will be complete and finished. What do you want your colleagues, customers, friends, family and other stakeholders to remember you for?Continue reading “Chapter 2017 – personally and at work”