Processes make you more creative Post author By Ian Gotts Post date 1 February 2016 Categories In Career, Process Mapping [READ TIME: 5 mins] A great article by Wade Foster from Zavier on the Hubspot blog called Why the Best Marketing Teams Embrace Process talked about the importance of process to marketing. The heart of the discussion is that marketing is more science than art. But the best marketing organisations combine both. The worst teams hope that their…
Process is at the heart of disruption Post author By Ian Gotts Post date 15 January 2016 Categories In Process Mapping Over the last five years, industry after industry has seen disruption due to the combined forces of cloud, social, mobile, and big data. Each of these forces on their own is a powerful agent for change, but in combination, they’re deadly. As far back as 2011, Mark Andreessen summarized the current phenomenon with a simple…
People act as they are measured Post author By Ian Gotts Post date 11 January 2016 Categories In Business Analysis
Why change is hard: breaking habits Post author By Ian Gotts Post date 4 January 2016 Categories In Business Analysis
The Intern – great film, strong business messages Post author By Ian Gotts Post date 2 January 2016 Categories In Career [READ and WATCH time 5 mins] There have been several films about the tech scene plus the sitcom series, Silicon Valley. But many of these are simply lampooning the Silicon Valley excesses. They are funny, but ultimately empty. The Intern has a different and interesting take. Plus the chemistry between Anne Hathaway (young start-upCEO) and Robert…
10 reasons why COO hates Xmas Post author By Ian Gotts Post date 24 December 2015 Categories In Business Analysis [READ TIME – 5 mins] The COO or Operations Director is the one who keeps the wheels turning, no matter how much grit is thrown into the innermost workings. He is Chief Elf to Santa the CEO. So why do COOs hate Christmas? It all revolves around two things – more work and fewer people – with an artificial,…
Customer Experience = Customer Expectations Post author By Ian Gotts Post date 23 December 2015 Categories In Change Intelligence [WATCH TIME: 16 mins] Sometimes delivering a better customer experience is all about changing the customer’s expectations about what they really want. In this fantastic TED video, Rory Sutherland describes it in his own inimitable style.
Select 1 for Confusion. Press 4 for Frustration. Post author By Ian Gotts Post date 13 December 2015 Categories In Business Analysis [READ TIME: 5 mins] Self service fail Self service “kiosks“ are now appearing in airports, supermarkets and banks, and we’ve had automated call answering services for decades. Good ideas in principle, but too many companies get it seriously wrong. As a customer, I’ve never been clear about why companies choose to provide self-service. And based on my…
Your customers hate it, your staff hate it Post author By Ian Gotts Post date 8 December 2015 Categories In Business Analysis, Process Mapping [READ TIME: 5 mins] Non value demand You make your customers do something that has no real value for them. Your call center staff have to deal with unhappy customers and they also know that their time is being wasted and that makes them more hacked off which then filters through to the customers. Here…
