Knowing what customers want and need is so important, yet everywhere you look there is evidence that this isn’t being heeded. Take the recent political events for example; irrespective of what side of politics you stand, almost every voter was appalled or at least disappointed at the process that led to the changing of the Prime Minister. Not more than 10 days later, a sitting government is about to lose a seat with an almost 30% swing against it and all you read about is tha

In a context where strategy, market position and customer acquisition dominate Board Room and Staff Kitchen Room discussions, the human impact of what people really value at their point of need is going unnoticed. Many human service organisations (whether they be government, not for profit, hybrid or for profit) are missing the point. They are becoming obsessed with strategizing and building corporate alliances, merging or reinventing systems and processes to build their

I was leading a session with senior staff and Board members recently about the need for workplace culture reform. The newly appointed CEO was passionate about this. She had been in the job for 3 months now and “…things had to change around here if we are going to be competitive in the new funding arrangements…” The session was fixated on some of the supposed “perks” that had evolved in the workplace for front line staff. Things like monthly meditation sessions, availability

A decade or so ago, we were really focused on efficiency. Classically this is considered to be ‘an efficient means that produces with a minimum of waste, expense, or unnecessary effort’. Sounds really good and logical and assumes that we have waste, are able to identify it and then know how to remove it or at least work without it. The problem is that we don’t often know we are doing something wasteful until someone else points it out. Often when they do, it’s a bit too late

I tell you no lie. I was leading a strategic planning session and one hour later they were still going on about the label they would use to describe the people who they serve. “ I don’t like consumer”…. said one woman. My clients don’t “consume”. Another said…”customer is so commercial…the next thing we will be doing is selling personal care at a bargain price…” The conversation got heated (and long). Frankly, I was not surprised but I was getting bored. So I intervened… “ Wh