Are Employees and Customers two heads of the same beast?

    And if so, then why do we manage them differently? This was the question debated last night by a panel consisting of an HR director, an advisor to business leaders and a Marketing CBE at an event hosted by The Foundation. To crudely summarise, everyone was in broad agreement that a) a company’s purpose was as important to customers as it is to employee...

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    • Lemon?

    Where were you when VW died?

    I was sitting in Fernadez and Wells, Somerset House, London. Both Liz (the person I had come to meet) and I were rendered speechless: how could VW have allowed, no willed, this to happen? It’s known that car companies fiddle with their emissions testing by retuning engines etc but to create a piece of software specifically to cheat the authorities is pr...

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    How Business School killed Innovation

    Which it did,  according to Clay Christensen, the author of The Innovator’s Dilemma and the Grand Daddy of the innovation field. Speaking at the RSA (https://vimeo.com/75323312), Professor Christensen defined his views on innovation in compellingly simplistic terms and laid the blame of what went wrong firmly at the feet of the MBA schools prioritisati...

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  • Die Robot! Die!

    Die Robot! Die!

    DAVE: “Open the pod bay doors, HAL”. HAL: “‘I’m sorry, Dave. I’m afraid I can’t do that.” This chilling moment from 2001 A Space Odyssey when the supercomputer, HAL, revolts against his human masters (https://www.youtube.com/watch?v=ARJ8cAGm6JE if you don’t know it) slithered into my fevered mind on Monday morning. But I wasn’t...

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    ClickBait; CrackBerry; HighPhone: Don’t forget to feed the beast.

    In an interview on edge.org, the behavioural economist Rory Sutherland tells an anecdote that touches at the very heart of why we think people are looking for products like ZenExchange. In all the years London Underground has been running, the “single best investment they did in terms of improving customer satisfaction per pound spent wasn’t faster, mo...

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