I ran an innovation session recently for a client's senior management team that featured an exercise that a lot of people shy away from. There is a great tendency for lots of people to stress positivity – building on ideas, reducing criticism, etc. I can understand that – but it's Read more…
Customers (or clients or patients or…) are naturally full of stories about services that an organisation offers. And they regularly share them, particularly the stories from which we can find opportunities for improvement – complaint stories or call-centre phone calls. These are actually more valuable than most focus groups or Read more…
I’m currently busy putting together a new talk for tomorrow night’s Henley Business School Alumni Medical Suppliers Forum, editing an article and writing two others – one for Melcrum on how negativity and dissent make an organisation more healthy and another for the Medinge Journal on Branding and Complexity. And Read more…