Experience without expectations is unthinkable — literally. What I believe will happen plays a prominent part in how I feel about what does …
Promises
Beware the noise of other people’s ideas.
The book "Noise, A Flaw in Human Judgement" by Daniel Kahneman, Cass Sunstein and Oliver Sibony explores the information and choices that …
How to make the most of your values.
Values are not there as a billboard for your goodness. Frankly, I don’t care what someone who doesn’t work for me, with me and buy from me …
Trust turbo-charges your brand result.
Are you a trust given or a trust earned person? In my experience, everyone is one or the other, and like oil and water, the two don't …
The consequences of promises
Consequences always follow promises, and the nature of the outcome is determined by whether you keep or break them. At first glance, …
I am not on a journey
These days, it feels like every damn thing I do is called a journey. I'm not buying a drill. I'm on a home improvement journey. I don't …
How expectations and obligations cascade into broken promises
Promises play an indispensable part in how value accrues in your brand result. Yet despite that, too little thought gets applied to what's …
Do you actually follow through on the ‘satisfaction guarantee’ on the front desk?
The sign on the counter said: ”If you’re not satisfied with your stay, let us know and we’ll make it right.” I’m sure plenty of similar …
Communication with employees is a Goldilocks problem
Ask people what their organisations need to do better, and nine times out of 10, they will say communicate. Whether it’s too much or too …