They Don’t Make ’em Like That Any More

“[Sir Ken Morrison] showed us all the importance of aiming high but never forgetting the practicalities of life and the humanity of those we deal with.”

These words encapsulate the essence of great retailing, great business and great Customer Experience. Ken Morrison was an innovator – for example he built Morrisons on a model of vertical integration, directly controlling many of its food suppliers, and developed the Market Street concept of retail theatre combined with expertise directly available to the consumer.

All You Need for 2017

My first newsletter of 2017 has a new look and a new focus. It’s inspired by a quotation given to me by my friend, futurist Nick Price:

“Customer Experience isn’t simply the quality & arrangement of assets. It’s their orchestration.”

So this month’s newsletter reflects three aspects of my mission:

“I help organisations orchestrate their assets so that everyone and everything plays to their full potential.”

10 Lessons for Entrepreneurs, from LinkedIn Co-founder Reid Hoffman

I was fortunate enough to be present at Saïd Business School on Sunday, to hear LinkedIn co-founder Reid Hoffman in conversation with Dean Peter Tufano. At the start of the session, Dean Tufano announced that Hoffman, who studied philosophy at Oxford, is donating $1m to help fund The Oxford Foundry, a new hub for future student entrepreneurs from across Oxford.

Starting on such a positive note, the ensuing hour was packed with insights and takeaways for entrepreneurs and business leaders. Here is my Top 10:

“The Only Dentist I’ve Ever Looked Forward to Visiting”

As I returned to the reception desk I noticed an open visitors’ book. The comments were overwhelmingly positive – words such as “communication” and “explanation” jumped out, as did the comment of my title: “The only dentist I’ve ever looked forward to visiting.”

Wow!!

Was it a coincidence that my dentist (also the practice head, as it turns out) is focused on the Patient Journey as a continuous experience – from website/telephone to reception to waiting room to treatment room and back to reception – and that this practice is receiving such rave reviews (no doubt leading to plenty of upsells and recommendations)?

Happy Birthday to my Best Ever Boss

On this special day, I’m sure I share the sentiments of millions regarding the latest milestone The Queen has reached.

Unlike many however, I think of Queen Elizabeth II not just as our Head of State and an constant presence in our lives for as long as most of us can remember, but also as the best boss I ever had.