On Death, My Sister, Buddha and Steve Jobs (Leadership)

Some months ago, my sister Daryl and Steve Jobs died within a few weeks of each other.

This is my first post since then and is a little more personal than usual.

It explores a little about how the reality of our own eventual demise should inform and shape the value of what we do in the here and now.

“Live as if you were to die tomorrow. Learn as if you were to live forever.”
(Mahatma Gandhi)

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Process, the Unsexy Shape of Your Customer-Centric World (Part 3 of 6)

Business processes are collections of  structured activities and tasks that produce a specific product/service for your customer(s); they encapsulate ‘WHAT you do’ and ‘HOW you do it’.

Does my Process look big in this?

Over time, these processes progressively become bloated, overweight, and unfit (for purpose).

The focus and effectiveness of your processes shapes your business: it determines your bottom-line costs, impacts the top-line revenue and, ultimately, the profit (or loss) made by your company. But there is much more to it than that.

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Unleashing the Tiger blog syndicated by Customer Think

I am very pleased to say that Unleashing the Tiger was recently syndicated by Customer Think – a Thought Leadership site that covers: customer-centric business management, Customer Relationship Management, Customer Experience Management and Social Business.

Creative Commons License photo credit: psd

CustomerThink is a global community of business leaders striving to create profitable customer-centric enterprises.

Each month, the site reaches 200,000 subscribers and visitors from 200 countries – serving over 80,000 visitors per month!

Still focussing on your products? You’re doomed to extinction (Customer-Centricity Part 1 of 6) is the first post to be syndicated.


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People, oiling the machine of your Customer-Centric World (Part 2 of 6)

Without people, organisations simply do not exist. People form the cornerstones and the foundations of your business, creating your products, delivering your services, serving your customers on a day-to-day basis, and ultimately, delivering shareholder value.

Gears gears cogs bits n pieces
Creative Commons License photo credit: Elsie esq.

They are the ‘oil in the machine’.

Except that, in the post-industrial age, most companies can no longer continue to operate successfully on such a mechanistic basis.

In the information age, the best managed customer-centric companies function on a much more fluid, dynamic basis, allowing people to interact more freely, grouping and forming new, ad-hoc team structures organically as and when required.
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Is your consultant providing value – or an albatross?

Buying in the services of an external consulting firm is a scary business for company executives. How do you really know what you will get? Will they deliver lasting value to your business? Will they enhance your reputation and career internally, or will you suffer the same fate as the avian assassin in the ‘Rime of the Ancient Mariner’:

Don't end up adrift with pirate consultants
Creative Commons License photo credit: Nanagyei

Ah! well-a-day! what evil looks
Had I from old and young!
Instead of the cross, the Albatross
About my neck was hung.
(Samuel Taylor Coleridge)

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