Setting the tone

Setting the tone

Recently, one of my colleagues, travelled up to Manchester for a meeting. On the train, she sat opposite a young woman, who was hammering away on her laptop. She noticed that there was a sticker on the woman’s laptop lid: Work Hard. Have Fun. Make...
What are you for?

What are you for?

Here’s the big question at the heart of culture change. Despite all the science and knowledge out there, all the insight on mindsets and behaviours, why do just a select handful of companies consistently ace customer experience, while everyone else still struggles to...