EP 20 Purpose has not time for time
When you are grappling with purpose in work or life, keep in mind that time is irrelevant when it comes to purpose. If your purpose has an element of time (next week, in a years time), then it's a goa...
10 Heinä 20191min
Ep 19 Why we take dumb risks
Why do kids ride skateboards, fall over, graze themselves and keep going? The risk/reward formula looks screwed up. All the risk and little reward. Why do we gamble? Why not just stay in bed? Isn't t...
26 Kesä 201929s
EP 18 How to get people do give a damn
How do you get an 18-year-old cashier to care. How do you get a labourer on a construction site to care? How do you get a CEO to care? How do you get a child to care? All jobs have implications. Ever...
25 Kesä 20194min
EP 17 Can you really control your decisions?
Did you really decide your last business decision? Let's look at the decision to invest in a new office printer. The decision to make a decision is not yours. The existing printer is simply getting ...
21 Kesä 20195min
EP 16 - How to make 1 Star reviews purposeful
In this podcast episode I return to my roots of customer service measurements. What is a company like Tiffany's or emirates airlines do with a one star review? How can you make this information purp...
12 Kesä 20196min
EP 15 Information is not wisdom
Don't be confused. Information is not wisdom. I've heard a lot of people say things like "wisdom is everywhere" - thanks to the internet. But wisdom is not information. T he dictionary definition ...
7 Kesä 20192min
EP 14 The purpose of surveys is not to measure service
What's the purpose of customer surveys? If you think it's to measure customer service you may want to re-consider. Surveys measure what the customer thinks they thought. Those thoughts can be wrong, a...
9 Touko 20193min
EP 13 How to up-sell 800% - with purpose
Being in the Mystery Shopping business, I often get asked some good examples of great sales. Here's one of my own where a cab driver up -sold me 800%.
7 Touko 20192min
