What do you think is a best way to disappoint a customer? I’m sure you can come up with a big list, but right there at the top is promising something and not delivering. I arrived at the airport this morning nice and early because I knew they had free Wifi here, fired up my laptop … and no Wifi. It wasn’t all bad though, because when I tried 30 mins later the network was there, so it could well…
“Enterprises must learn how to be less dependent on the shrinking number of folks who are well versed in the applications running the business like COBOL, PowerBuilder, and Oracle Forms,” … “Most CIOs won’t admit it, but not only do many of them not know how these applications work, they don’t know if these applications work. All they know is they’ve got 30 million lines of COBOL code and no COBOL programmers, institutional knowledge, or documentation. They need to go…
Great post on Ted Murphy‘s blog about Change. Here’s a snippet: I think there are 4 phases of change. 1. Recognizing that a change needs to be made. 2. Deciding what the change should be. 3. Making the change. 4. Embracing the new direction. In my opinion phases 2-3 are by far the hardest, but where many people actually fail is phase 4 because of “what if”. What if I made the wrong change? What if I waited longer? What…
It’s quite interesting having a Maltese background and working here in the UK. Not that things are so different here, but my experiences are different from the people around me. That gives me a double benefit. On one side, I’ve seen ideas and executions that are different to what the people around me have experiences. This helps me inject new ideas into what’s going on around me. On the other hand, it provides an opportunity for me to learn from…
I came across an interesting post on Allan Paterson’s blog (he’s the head honcho at the client I’m working for). It’s a government-related post with guidelines about how civil servants should approach social networking. Here are the points: Be credible Be accurate, fair, thorough and transparent. Be consistent Encourage constructive criticism and deliberation. Be cordial, honest and professional at all times. Be responsive When you gain insight, share it where appropriate. Be integrated Wherever possible, align online participation with other…
Great post on Seth Godin’s blog today where he outlines a formula he came up with: The value of a perk is inversely related to the expectation of that perk. It makes sense when you think about it. Your relationship with a third party, whether it’s a supplier, customer or partner, is governed by your expectation of the end result. If you expect “more” and get “less”, you’re bound to be disappointed, even if the extra you were expecting isn’t…