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...

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...