Customers Want More For Less
When we first moved to Australia in the 1970s, we kept in touch with relatives in Sri Lanka with the occasional long-distance phone call. They
16 February 2021
Blog
Customer Priorities Have Changed
When I speak to healthcare groups about the future, I often talk about the use of robots for care and support. For example, the Paro
10 February 2021
Better Than Referrals – Share the Customer Experience
A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know
2 February 2021
Light the Fire of Innovation
All the disruption we experienced in 2020 – and will continue to face in 2021 – means we need to be constantly innovating to adapt
28 January 2021
Embrace Chaos
If you’re picking apples from a tree, how would you choose the best apples? You might decide based on colour, shape, size, texture, and other
20 January 2021
Measure COI, Not Just ROI
In March 2015, almost six years ago, Bill Gates, former Microsoft CEO and now one of the world’s leading philanthropists, delivered his sixth TED Talk,
14 January 2021
Adapt, Don’t Simplify
As part of my mathematics degree at the University of Western Australia, we calculated how objects in space – such as planets, asteroids, and moons
7 January 2021
Be So Good They Can’t Ignore You
I grew up in the 1980s, and my favourite actor at the time was Steve Martin (My all-time favourite actor is Humphrey Bogart, but that’s
16 December 2020
What “Survival of the Fittest” Means (It’s Probably Not What You Think)
Unless you’re an evolutionary biologist, you probably aren’t an expert in the theory of evolution. For most people, all they know about it is the
8 December 2020
Too Many Interruptions? It’s Your Own Fault
When I was a middle manager in corporate Australia in my mid-twenties (quite a long time ago!), I read every people management, time management, and
2 December 2020