Entries by artkenya

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 […]