Banks recognise the importance of customer experience
There appears to be growing recognition by retail banks that to compete in the new world of work they need to focus not only on processes and efficiencies but more importantly on customer experience and service, so says the Financial Times in an interesting article...
Google Instant: The Future of Search?
I recently wrote a post posing the question "Is Google becoming a former supermodel". Here is an excerpt from that post "In the rapidly changing world of the Internet, Google has become one of its superstars...Growth though is slowing and competition is on the...
CEOs lose faith in strategic planning, they should look to yacht racing for answers
The Great Recession has made CEOs rethink strategic planning. Walt Shill, head of the North American management consulting practice for Accenture believes that: "Strategy, as we knew it, is dead...Corporate clients decided that increased flexibility and accelerated...
Forces shaping the future of meetings
I have started writing a column for the MPI (Meetings Professional International) One+ magazine. I'll be writing monthly on the issue of the future of meetings. The column itself will be set up in October, but for now you can read my first contribution on the five...
Forces shaping the future of meetings
I have started writing a column for the MPI (Meetings Professional International) One+ magazine. I'll be writing monthly on the issue of the future of meetings. The column itself will be set up in October, but for now you can read my first contribution on the five...
The problem with most moral compasses
There's a reason they don't always work so well... The problem with many moral compasses is that they are stored too close to magnates. ~ Graeme Codrington
Crowdfunding
You've heard of crowdsourcing - using the minds of many to work for you in coming up with new ideas and implementations. Now there's crowdsourcing - accessing the wallets of many people to raise money for almost any (and every) purpose. Social media and web 2.0 were...
Forced saving – a solution to the looming pensions crisis
TomorrowToday's UK team has started a new blog, focused on UK and European issues specifically and trying to understand and respond to issues related to the new world of work. We've called it, "The New World of Work" and it can be found at...
A solution to the pension crisis – force people to save
Dan Ariely is a behavioural economist, specifically focused on why people make irrational decisions (and the implications thereof). His work is always thought provoking and very practical (and of the type where you say, "doh, why didn't I think of that?"). Last week,...
Mobile phones in BRICI countries
When we talk about "bricks" in relation to cell phones, those old enough to remember the introduction of mobile phones in the the early 1990s immediately think of those big, chunky hand held phones of the early days. But the big BRIC news these days is about Brazil,...
Warriors of the Rainbow
This is a beautiful piece of writing sent to me by a friend of mine Elke Blodau, which I'd like to share with you. As we emerge from a number of business crisis maybe, just maybe it's time to rethink how we live, work and play. Food for thought: Warriors of the...
Employee engagement – one great question
About a year ago, I MC'ed an event by e3unlimited, a company focused on getting the most out of generation y. Bruce Morton and Emma Reynolds, the founders of e3, have now moved on (Bruce to Sydney and Emma to Hong Kong). But this past week they were back in town to do...
Employee engagement – one great question
About a year ago, I MC'ed an event by e3unlimited, a company focused on getting the most out of generation y. Bruce Morton and Emma Reynolds, the founders of e3, have now moved on (Bruce to Sydney and Emma to Hong Kong). But this past week they were back in town to do...
Challenging conventional customer loyalty wisdom
This is a cut and paste of an article I wrote on our sister blog site connectioneconomy It received fantastic comments and certainly stirred up the kind of debate I was hoping for. It forms part of a series that I will be writing on customer experience and customer...
Blog Talk Radio – The Customer Experience Show Interviews TomorrowToday International partner Dean van Leeuwen
Last week Dean van Leeuwen was interviewed on Blog Talk Radio's Customer Experience Show The message is coming loud and clear. Customers want more! More respect, more choice, and more help! And they also want less! Less hassle, fewer procedures, less aggravation. They...
Why I am a Tomorrow Person….
.....or am I a Today person? I’ve always been drawn to understanding people, what makes us tick and why we do act and behave in the ways we do. Perhaps I’m just nosey! This is what drew me to market research, the career I have been enjoying for all my working life....
Two women, two murders, same verdict – very different global responses
This past week, Virginia USA executed Teresa Lewis - the first woman to be put to death in the USA in a century. Teresa had admitted to hiring two men to kill her husband Julian and stepson Lewis in 2002 to bag £158,000 insurance money. The execution provoked an...
Blockbuster Bankrupt! Not a surprise, but still a shock
The news came as a shock today: Blockbuster videos filed for bankruptcy protection in the USA today. I say it's a shock - not because it's a surprise, but because it is another deeply disturbing sign that the world of work is truly undergoing some deep structural...
Blockbuster Bankrupt! Not a surprise, but still a shock
The news came as a shock today: Blockbuster videos filed for bankruptcy protection in the USA today. I say it's a shock - not because it's a surprise, but because it is another deeply disturbing sign that the world of work is truly undergoing some deep structural...
How to make the most of crowdsourcing
I was really interested to pick up a fairly simple piece on the Harvard Business Review blog about how to get the most out of crowdsourcing. This is a growing technique, but many businesses have no formalised processes for doing it successfully - it's mainly hit and...