[READ TIME: 2 mins & book] Sadly, improv is not seen by most business people as anything more than an art form, a interesting past time, or a great night out. They miss the fundamental relevance to the world of work. Every day we are thrust into situations where a knowledge of the simple principles […]
Dilbert nails it again: process vs deadlines
Attending #DF15? Free insiders guide to SF.
[READ TIME: 1 min] One thing I can guarantee: it will be more expensive to do ANYTHING than you ever believed. Hotels, restaurants, taxis… But if this is the first time you have been to San Francisco, you will also be amazed by what a cool place this is. Seeing the sunrise from the Golden […]
Customer Service is either black or white
Are your customers and staff fighting poorly thought through processes and systems? It is time to define successful outcomes from the customer’s perspective and the good news is that their expectations are incredibly low. Social media is consumer power Many experiences we have with companies is utterly appalling. It leaves us feeling empty, frustrated and bitter. […]
Software’s eating the world. Are you next?
Industries are being reshaped at a frightening pace making it difficult for the established players to respond. The power is with the new entrants. They get to develop new business models without the baggage – people, premises and processes – collected over the years. They are able to innovate and then iterate rapidly. It is […]
‘@Dreamforce is one massive singles party
[READ TIME: 3 mins] It’s like singles dating Dreamforce, like most conferences now is geared up to be presentations and a series of “business networking” events. With talk of mixing business with pleasure made me consider the real similarities between networking events and singles dating clubs. Location: Networking events are often held in a bar. Guess what? […]
Best complaints letter…..ever
[READ TIME: 3 mins] This is a complaints letter to Ryan Air, a low cost, no-frills carrier in Ireland. It surfaced on the net back in May and we can’t believe we’ve only just chanced upon it, posted by DJ Lockley to Facebook. Dear Sir/Madam, I am writing for the attention of your customer experience […]
Eat chocolate periodically
Surviving @Dreamforce for the last 10 years
I consider myself a Dreamforce veteran – a repeat offender. I was founder and CEO of Nimbus who were a Salesforce customer in 2000 when Salesforce had just 2 people in their London office and there were Leads, Accounts and Contact objects. We were one of the 3 featured customers at the London event where there were […]