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.

The Future Customer = the Future Business

Understanding how, and why, customers, and their attitudes, aspirations and behaviours will change – even in the next five years – is obviously essential to business. That’s why I focused on the future in two presentations I recently gave at an international conference in Zagreb.

If the future customer will define future business, then it’s essential to define the future customer. Grab a cup of coffee, then read on…

Leadership: Corbymania – What have We Learned?

Since Corbyn’s victory, he has moved quickly to put his values into practice: putting together a diverse shadow cabinet and repeatedly talking about the “new politics” where debate is welcomed and the Leader has no divine right to be right.

The challenges he will face – and I make no comment on his politics – will, however be formidable. The harsh reality of Leadership is that you can’t only have opinions on the issues you choose; and, if your Leadership style is based on consensus, you can’t choose to have a consensus when it suits you and be right when it doesn’t.

Trust and Thomas Cook

The news that Thomas Cook has donated £1.5m to Unicef in connection with the deaths of two children during one of its package holidays in 2006 may abate the media storm surrounding the company. On the other hand, the cost to its reputation over the past nine years is incalculable.