Tag Archive: Values

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.

My Advice to the Yorkshire Dales ‘Shopkeeper from Hell’

A shop owner in the Yorkshire Dales has been branded “the bookseller from hell” after his local parish council took in more than 20 complaints about his alleged rudeness. Steve Bloom charges customers 50p… Continue reading

Eight Leadership Principles For the Party Leaders (and Every Other Leader)

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

“People Are Now Curating Their Lives”

If you haven’t watched “Inside Claridges”, the BBC Documentary that goes behind the scenes at one of London’s most luxurious hotels, I can’t recommend it too highly as a masterclass in delivering excellence.

“If You Don’t Have a Dream…”

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

Why Authenticity Matters

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

Integrity is the Key

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