“[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.
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…
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.
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.
As the 2015 General Election campaign gets underway, I wonder if I am the only one lamenting the circumstances in which it does so: rarely have so many parties actually had a chance… Continue reading
A number of years ago, as the recently-appointed Commercial Director for the National Trust for Scotland, I attended a landmark tourism conference featuring speakers from some of the world’s most revered attractions and… Continue reading
In our previous posts we’ve considered the importance, as a leader, of Knowing Where You’re Going – if you don’t, how can anyone follow you? And, we’ve considered the need to earn and… Continue reading
In my post Trust is the Goal I quoted Graham Dietz: “Trustworthiness consists of three main characteristics: technical competence to perform a task reliably (ability), having benign motives (benevolence), and acting according to… Continue reading
My two posts today will cover the related themes of INTEGRITY and AUTHENTICITY – two concepts which are, I’d argue, essential to building TRUST in your organisation and confidence in your brand. If… Continue reading
I’d like to talk about TRUST – why it’s important, where it comes from, how to earn it, and how to lose it! So, what is Trust? According to the Cambridge Business English… Continue reading