Entries by mikeeldon

Customer service steps that turn SMEs into giants

You and I undertake customer journeys every day. Some are more or less fine throughout, and some have their ups and downs; some are consistently outstanding and some are the opposite, while with yet others it’s as though it depends on what those with whom you interact ate for breakfast that day. As I reflect […]

Look at your ‘core values’ once more for urgent rework

In much of my management consulting I help organisations clarify their values, and this is often the most interesting and challenging aspect of my work. Almost all my clients have an existing bundle of “core values” (I’ve never seen the need for the “core”), but few pay much attention to them — even if they […]

What Trump letters say about President

In May 2016 I attended a Trump rally in Anaheim, California. I was visiting my daughter and her family, and I was curious to observe this emerging populist phenomenon up close and live. His campaign had built its strategy around such events, attract huge crowds and creating a political wave the Democrats were failing to […]

Hooray! Glass ceiling has been breaking

There’s still so much gloomy, pessimistic talk about how difficult it is for women to rise to the highest levels of leadership, but I wish there would be less of this poor-us mentality. Not because I am a chauvinist. No, it is for the opposite reason: it is because what I see all around me […]

Great leaders don’t shy away from bold visions and targets

How much can your organisation grow: incrementally? Significantly? Massively? And how quickly: never? Eventually? Now? If yours is like others I have been working with recently, some among your colleagues will feel that only modest growth is reasonable and practical, while others — maybe just the odd outlier — are convinced that transformative expansion is […]

Keeping consultancy simple does not mean it’s simplistic

As a non-technical chief executive of IT companies over many years, I was conscious that one of my key roles was to understand what benefits our clients were seeking from investing in technology systems and to match these with what was being proposed by our technical staff. I was an interpreter and a mediator, bringing […]

Start-ups must cling to vision and values early

I have recently been working with a very exciting start-up that is working frantically to prepare all aspects of its operations for a big launch and for having a major disruptive influence in their sector. In among the time-critical construction of facilities, the hiring of people, the evolving of structures and systems and so forth, […]

New York Times scribe’s indepth story of Africa

He dreamed of Africa” ran the headline above Fiametta Rocco’s review in The Economist of Love, Africa, A Memoir of Romance, War and Survival by Jeffrey Gettleman. But Gettleman, who was brought up in a Chicago suburb, had no such dream until after 1990, when at the age of 19 he signed up for a […]

Collaboration linked to better performance

I can’t remember the last time a consulting client of mine did not worry about the silos that exist within their organisation. Silos are everywhere, and silo mentality is everywhere. But why? Is it that people are selfish and narrow-minded? I am not convinced that the explanation is so simple: this surely is not the […]