Loyalty101 – a master class from Ferrari Post author By Ian Gotts Post date 23 July 2015 Categories In Career [READ TIME: 5 mins] For years I have collected miles with a few different airlines but managed to fly only twice using my miles. And it is in that one sentence that you have the problem with airline loyalty program and my loyalty strategy. Airlines want to you to fly with them and collect miles.…
CRM = Customer Rejection Management Post author By Ian Gotts Post date 12 July 2015 Categories In Business Analysis [READ TIME: 5 mins] Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be…
US IRS – where 1% makes a BIG difference Post author By Ian Gotts Post date 16 June 2015 Categories In Business Analysis John Oliver normally fights for the under-dog. But today he gives us a fascinating – and funny – insight into the lives of those who work at the US Internal Revenue Service (IRS). The article has some fascinating stats: you could wait all day outside an IRS office to talk to someone IRS, because…
Is BPM dead or alive? Sobering advice. Post author By Ian Gotts Post date 5 April 2015 Categories In Business Analysis Neil Ward-Dutton, co-founder and research Director of the analyst firm MWD Advisors gave an excellent and thought provoking keynote at the BPM Next conference in Santa Barbara. In fact his presentation title suggested the conference should probably have been called “BPM Last”. He very generously shared his presentation and made it publicly available to a…
The future is already here. Let’s celebrate it. Post author By Ian Gotts Post date 2 April 2015 Categories In Career Today’s technology challenge: I bought something and I hope I can get home before it is obsolete. Comedian, Robin Ince reflects on why we should spend more time appreciating what we have rather than wanting more.
Making toast process – remarkable insights Post author By Ian Gotts Post date 19 March 2015 Categories In Process Mapping Something as simple as making toast should be easy to describe as a process. Boring even. Everybody will draw the same simple process. Or will they? Watch this TED video and you will be amazed at the results of the research by Tom Wujec. He then draws some conclusions about the way to get people…
The future still seems a long way off Post author By Ian Gotts Post date 12 March 2015 Categories In Career [READ TIME: 8 mins inc video] Back in 2010 I wrote a blog about the the transformational shift caused by cloud, social, mobile and big data. That was over 4 years ago. It is still very relevant, and worth a read. But in that blog I put a link to a Microsoft video which portrayed…
4% of Boardrooms have psychopaths Post author By Ian Gotts Post date 8 March 2015 Categories In Career Psychopaths lack empathy, are pathological liars, have an enormous sense of self-worth, are impulsive, irresponsible and won’t accept responsibility for their own actions. They make up 1% of the total population, 25% of the criminal population. But do you recognize the traits. Perhaps in the upper reaches of your corporation or our Governments? The Psy-Fi…
Happy staff!!! Why should I care? Post author By Ian Gotts Post date 5 March 2015 Categories In Career [READ TIME: 4 mins] Do the math. We all spend a significant percentage of our lives at work. And based on this poster by Charles Schwab and the state of the Government’s finances, we are all going to be working even longer. So as leaders it is our role to make sure that the lives…
