Some customers complain loudly. Others trust the company to take care of them. When that trust is mistaken for satisfaction, even loyal, high-value customers can quietly walk away.
The Customer Who Complained the Least, Left Without a Word. Read Post »
We went looking for a customer. The conversation gave us something unexpected: insights that helped shape a product that went on to create records. The client never bought. But we came away richer.
The Client Never Bought. We Came Away Richer. Read Post »
When results slow down, explanations come quickly. But somewhere between the noise and the numbers, the real story often gets missed.
When Results Slow Down, The Noise Gets Louder. Read Post »
Sometimes we keep doing things simply because they have become part of the way we work. A weekly review, a daily report — both may have once served a purpose. But what happens when the purpose changes and the activity remains?
We Kept Doing It. Nobody Asked Why. Read Post »
Leaders often say they want honest feedback. But when the feedback becomes uncomfortable, our reactions can say more than our intentions.
We Asked for Honesty. Then We Reacted to It. Read Post »
Agreement and commitment are not always the same thing. A reflection on what happens between a decision being accepted in the room and being truly owned afterwards
Everyone Agreed. I Wasn’t Sure Everyone Had Committed. Read Post »
Every company says people are its biggest asset. But do leadership calendars tell the same story? An observation on trust, retention and meaningful conversations.
Every Company Says People Are Its Biggest Asset. Their Calendars Tell a Different Story. Read Post »
After 25 years of building businesses and leading teams, I’ve realised that pressure is inevitable. The more interesting question is what happens to that pressure next.
Pressure Travels. Good Leaders Decide Where It Stops. Read Post »