Communications

A recent experience got me thinking about how inconsistent delivery of unheroic stuff is a surefire way to lose customers and erode the value stored in the brand. The story began when I opened my 2024 car insurance policy. My jaw dropped. After ten years with the same insurer, I’m used...

I first encountered renowned Canadian designer Bruce Mau's Incomplete Manifesto for Growth decades ago. And one of the points he made stuck with me. He said, "AVOID FIELDS, JUMP FENCES. Disciplinary boundaries and regulatory regimes are attempts to control the wilding of creative life. They are often understandable efforts to order...

Failing to communicate isn't entirely accurate. What mostly happens are well-intentioned if clumsy attempts that land as overly wordy, inadvertently patronising and jargon-filled information. And over and again, those efforts routinely fail to get any message across. Which is ironic given the roots of the word. Communicate emerged in the 1500s...

You know the page. There might even be one in your organisation. At the top is purpose, and from there, the cascade continues…PurposeVisionMissionCore ValuesStrategic pillarsBrand promiseBrand valuesEssencePersonalityExperience principlesPositioningEtc. I frequently see organisations that have the entire shebang including some I haven’t even listed. It’s madness. No one can hold all of...