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
Many people I speak to can see the benefits of a systemised business. ‘Look at McDonald’s; look at Amazon,’ they say, ‘every really successful business is systemised, absolutely…there’s no getting away from it.’ But when it comes down to their own business you can see them coming out in a
A skunk as you know is something that stinks, and nearly all businesses have them. No, I’m not talking about issues with personal hygiene – your skunks are in your operation, your customer journey, your hiring. So what does a skunk look like? It looks like something that isn’t adding
I’ve always loved team sports, whether I’m playing them or watching them. Watching them always incurs listening to the pundits and of course with the football season underway we’re awash with analysis. I have to admit that I do enjoy it; I love the insight and the banter. Sometimes, worryingly,
‘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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