The Surprising Truth About Obvious Truths

I regularly talk and write about the need for a more evidence based approach to creating work that works better for more people. Less guff. There is too much faddishness and too many poorly thought out and poorly joined up initiatives. I'm therefore naturally grumpy when people attempt to sell solutions packaged with overclaims or …

Customer focus, leadership visits and police cars

I'm working up in London a fair bit at the moment and most days I head for sushi at the itsu on Sackville Street. The staff there are warm, welcoming, smiley, prompt, efficient and the store/restaurant always looks great. They remember me, they engage and they never do anything but enhance my day. The food is …