A while ago, we mapped out a customer journey for one of our clients. (We map it out on a roll of brown paper, looking at all of the touch-points that the customer has with the team, and who is involved at each point.) Their journey was about twenty-five feet
‘9950! I just need to go up and down stairs a few times; I’m nearly there!’ Are you hooked on your 10000 steps a day? It’s that time of year again when we review how those new year resolutions are going. Use the stairs, eat less sugar, get off the bus
I’m a big film fan and one of my favourite clips from ‘The Untouchables’ is Sean Connery chasing a baddie, then gasping ‘Enough of this running sh*t!’ And I’ve read a few articles recently denigrating business plans which put me in mind of that line. So I was intrigued to
Almost without fail, whenever I say the word ‘process’ in a conversation I can see the other person glaze over. It’s almost instantaneous …’process’…gone! It has the same effect on people as the words ‘insurance’ or ‘double-glazing’ or ‘accounting’…and yet, we all have process in our lives somewhere. Many of
‘Marianne is the author of four books and is currently working on her fifth whilst regularly writing her blog, we hope you enjoy it :)
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