“[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.
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
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
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.
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