Articles

Customers buy our products and services to solve a problem they are having. Problems may be transactional such as getting from one location to another when a consumer …

Reframing issues is the key to a successful debate. Great orators know how to take an issue, depersonalise it, frame it in the context they wanted and then …

Why engagement is important Strategy development is a challenging and therefore, stimulating exercise. People who are involved get an appreciation of the organisation’s business that few people, including …

Changing Service Behaviours Changing people’s behaviour is hard work. Organisations which attempt to change people’s behaviour usually do not achieve as much change as they would like. One …

Changing service behaviours Chnaging service behaviours means that people have to believe the change is a good thing to do. Secondly, they have to believe their friends and …

When people have the right mix of attitude, subjective norm and perceived behavioural control, their intention of changing service behaviours will be strong. Their intention is only constrained …

All organisations are exposed to risk. However, too many organisations only realise the risk that they were exposed to after an event occurs. It is a shame then …

“You get the service you tolerate”, I said to the general manager. “What do you mean? We do not tolerate poor service around here”, he replied. “Really?” said …

Leaders have accountability when confronted with the need for change to create an environment for change. The nature of the environment they must create is dependent upon a …

In a serious change program it is necessary to change people’s behaviours, “the software”, as well as the processes and systems, “the hardware”. Forgoing a serious attempt at …