Many organisations mistake customer centricity for customer support or customer success. Yet, having the customer at the core of what you do is not about being there when they need help and collecting high scores on a satisfaction survey. It is actually more about aiming at getting rid of those things, because when the customer … Continue reading Patches
Category: culture
Endorsement
Endorsing someone or something demands a huge amount of honesty and awareness. Honesty, because you need to be absolutely sincere both with those you recommend and with those you recommend to. The former need to know what you stand for, what you can and cannot accept, what you will do in case trust is broken. … Continue reading Endorsement
Gap
And of course, this is a direct consequence of the fact that concepts are susceptible to different interpretations. As long as organizations will continue approaching culture as a list of evocative words, the gap between culture (what management wants) and climate (what employees experience) will remain wide. And values statement will be abstract, generic and … Continue reading Gap
Say it isn’t so
I have always been fascinated and vaguely astonished by the fact that, at times, communication is successful. We do not put enough emphasis and preparation into it, and we have so many different ways to look at the world and interpret it, that it is quite a thing that two persons can come together at … Continue reading Say it isn’t so
Fear, anger, pain
Fear, anger, pain. In certain cases, they can start an action. Yet, you need to leave them behind as soon as your action crystallizes and takes a concrete shape. If you fail to do it, you'll soon find yourself projecting that initial, important emotion on every body and every thing around you. You will burn … Continue reading Fear, anger, pain
Superficial
How much information do we consume daily? And out of that, how much information do we understand, evaluate, put into our daily practice, and eventually use to improve? We have never been more exposed to facts, theories, news, practices, frameworks. We have never been more superficial.
Training empathy
We must say "I am sorry" and "thank you" as many time as it is needed to strip the expressions of any trace of shame, defeat, capitulation. We must say that often, over and over again. Even when we are not fully convinced we should. Even when the other person's behaviour does not fully justify … Continue reading Training empathy
In the middle
As it often happens with complex issues, even the discourse around the current pandemic has been shrinked to a binary matter: economy vs (public) health. And of course, as with any complex issue, there is much more to take into consideration. There is the problem of parents who are taking care of their kids full-time … Continue reading In the middle
A new wave
Three opportunities for a new wave of social media. Subscription based - As they say, there is no such thing as a free lunch. Social media is no exception. For years, we have thought it was free (or very cheap, if you are an advertiser), but the costs we have all been paying are actually … Continue reading A new wave
Weak signal
Companies are about to send a signal to Facebook. But a signal, as strong as it can be, is stuck in a single moment in time. What about when July is over? Losing 1% of ad revenue for one month is not going to change the way Facebook carries out its business. So, what is … Continue reading Weak signal
