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In my last post I talked about the importance of having a core ideology and referenced a number of companies that had successfully embedded a core purpose and values. A defining characteristic of most of these companies was the influence of a stronger leader. These are people who are able to create...

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In 1994 Jim Collins and Jerry Porras published the first edition of their seminal work, “Built to last”. Its main premise is that great companies are differentiated from merely good companies by the fact that they are guided by a core ideology—core values and a sense of purpose which goes beyond jus...

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In my last blog I suggested that doing can be better than analysing. Advertising guru Bill Bernbach put it succinctly:Vaclav Havel quote

“Logic and over-analysis can immobilize and sterilize an idea. It’s like love – the more you analyse it the faster it disappears.”

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Nowadays it’s a given that customer experience and business success go hand-in-hand. The latest report on the state of customer satisfaction in the UK (published biannually by the Institute of Customer Service) confirms that “organisations with higher satisfaction benefit from greater levels of trus...

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Devotees of the hit US TV series ‘Mad Men’ will have heard passing references to the legendary US advertising agency Doyle Dane Bernbach. In 1999, 17 years after his death, its founder, Bill Bernbach was nominated by Advertising Age as the most influential adman of the 20th century.

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