Customer-centric behaviour is viral. If I see the people around me consistently basing their decisions and actions on customer priorities, then I’ll either learn to do the same or I’ll quickly find my way out of the group. The challenge is that real focus on the...
I’ve just been running some work sessions with a client’s senior leadership team and line managers, in the midst of an important change for their business. And on the way to the sessions, I found myself thinking about vectors. Watching the flight path map, on the...
In business discussions, there’s often a general sense that strategy trumps tactics. If we want to dismiss something, we describe it as tactical. If we believe something is important, we say it’s strategic. Now, don’t get me wrong: I’m as big a fan of strategy as...
There’s a lovely quote from Lewis Cass: “People may doubt what you say, but they will believe what you do.” This was the central theme of a workshop we ran last week, at the ‘Leading with Internal Communication’ conference in Melbourne. We looked at how values capture what’s...
Three weeks into the new year and I’ve already had 3 separate conversations with clients about “the middle management problem” – how to engage team leaders in change. For years, research* has shown that the quality of the relationship with your manager is the single largest...
Shortly before Xmas, a new team member started in our little company, and we were quite proud of how organised we had been about her arrival. Probably for the first time ever at Meme, an employee on her first day been greeted with an induction...