Views and News: Articles and Blog
We enjoy sharing our point-of-view, so speak at conferences, including Cranfield School of Management and Henley Business School, and publish articles on our key thinking.
In the latest edition of Developing Leaders Professor Emma McDonald of Cranfield School of Management and I analyse how Walt Disney built a customer culture that’s still the bedrock for global success. IEDP reports on the latest research, thought-leadership, and executive programmes from the world’s premier business schools and providers.read more
In an interview by Paul Barnett, Founder and CEO of the Strategic Management Forum, we explain how organisations can achieve world-class customer experiences and enduring success by intentionally giving people the autonomy to create real value for their customers.read more
How do hospitality organisations achieve exceptional service and customer experiences? EP the leading forum for business thinking and opinion in the leisure, hospitality, travel and tourism industry, together with Penshee are hosting a series of round tables with industry leaders to answer this question. We were delighted to have joined seasoned executives from the Savoy, The Lancaster, ISS Facility Services, Servicebrand Global and Vacherin, at the Goring London for a vigorous two hour debate and healthy differences of opinion.read more
In our first article for EP, the leading business thinking and opinion in the leisure, hospitality, travel and tourism industry, Malcolm and I argue that a service ethos must be intentionally designed into successful hotels.read more
Will the new breed of Chief Customer Officers succeed in reversing the tactical preoccupation of many organisations, the slide of Marketing into the “colouring-in department”, and growing frustration with Customer Experience teams?read more
An organisational purpose is a much more strategic idea than corporate social responsibility, and a well designed purpose can act in the same way as a strong founder, driving direction and decision making, and resolutely focusing everybody internally on a common understanding of customer needs.read more
Excellent service recovery only happens when organisations are highly intentional about enabling and empowering their staff to see a person as a human being, and not just resolve an issue. The first of two parts, describes the initial incident, whilst part 2 will explore how back-office staff responded.read more
In our second article for EP, the leading forum for business thinking and opinion in the leisure, hospitality, travel and tourism industry, Malcolm and I argue that creating real value for customers is the only way for organisations to improve productivity.read more
The Criterion Restaurant’s grammatical error would have shocked Sherlock Holmes, but shows that attention to detail makes no sense unless everybody throughout the entire organisation intentionally shares it.read more
We are London based, but have lived and worked internationally, including North America, Europe and the Middle East.
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