Are we too focused on ‘Leadership’ – and not enough about ‘Followership*
What does it take to develop followership – check out this video
Archive for the category 'General'
Gamestorming service design
April 13, 2012
30 years ago we called this moments of truth – Dave Gray calls them touch points but the idea is the same. None the the less this is a great way to map out your customers journey through your service experience. It is also a wonderful way to make the whole team understand what the critical touch points (bottlenecks) are in the customer experience:
Se his blog here
The future of learning
April 12, 2012
I just love this whole concept:
A MOOC is not for credit, it’s for (networked) learning. You participate in a MOOC because you want to learn about a particular topic or subject. A MOOC is an alternative (attractive?) mode of learning in a flat, technologically interconnected world and supports life-long networked learning.
See the article and further links here
There are great teams and not so great teams
March 28, 2012
Here is a great blog post from Brandon Curry
There are great teams and not so great teams. The best companies are networks of great teams. When you look at organizations, there is a huge range in performance team by team by team. There are differences within high performing teams compared with underperforming teams. These differences impact not only business outcomes, but lead measures like the ability to attract and retain talent that create the valued product or service that customers trade money for.
This is just so much up my alley…
Read the rest on Brandons blog it is well worth your time
Unique and personal works wonders for RevPar
March 26, 2012
Here is a great post from Xhotels on what it mean to be a disruptive hotel :
Hotels need to be more Disruptive.
It once again reminded me of the classic marketing model that so clearly shows what this is all about that oh’ so tricky move from new to perennial with out falling into the trap of becoming stereotype.
As long as you can maintain uniqueness – you can also hold your price – but if you slip up and fall in to the trap of becoming stereotype – then you have taken the first step in entering what the Americans call ‘the race to the bottom’. And we all now what that does to our bottom line.
Read the 3 great examples of uniqueness on the Xhotels blog here
This is also a theme that I have developed extensively in my book: Best! – no need to be cheap if... The overall idea his is to use the frame work of the Service Profit Chain to understand build that uniqueness over time.
I would be more than happy to offer you a copy if you are interested – just drop me a line and i will send you a download link.