When organizations need new employees they
start up their recruiting process (preferably earlier, but that is not the topic of this article). Once the first candidates are selected the interviews will ...READ»
In the April issue of Fast Company there are quite some facts listed about stress.
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62% of Americans are stressed about work, according to the American Psychological ...READ»
I just finished the inspirational book ‘Change By Design’ from Tim Brown. You can feel the passion as Tim describes the difference between being a designer and thinking like a designer.
That passion, ...READ»
Last week I had a series of interviews with executives form a company which manufactures cancer treatment equipment.
What stood out were two things:
Leaders are not open for personal change.
The new ways of doing ...READ»
Recently I did receive a card, which mentioned that on the 17th of March a preventive maintenance call was scheduled for my heating system. There was no time mentioned.
As I was abroad at that time I did call for a ...READ»
Last Sunday I had a stopover at the airport of Frankfurt, as I was flying from Ahmedabad in India to Amsterdam. I already had a boarding pass for my flight to Amsterdam and the gate was B7 at Frankfurt airport. We were early and our ...READ»
In his book Rules of Thumb, Alan Webber writes that change is a math formula. Change happens when the cost of the status quo is greater than the risk of change:
C(SQ)>R(C)
This is valid both ...READ»
In the week before Christmas I did send an inquiry to an organization. I had to send it to their info@ address as there was no other name mentioned on their website. This raises my first comment. Many people agree on the fact ...READ»
Recently I was in a meeting with a general manager and I explained what service innovation could mean to him.
When I mentioned customer service he started to talk about his experience with a software company. His ...READ»
If there is one thing that everyone agrees on than it is the fact that changes are the norm and they are becoming more and more unpredictable as well. This means that what worked in the (recent) past might not work in the ...READ»
Recently I did ask a customer what he viewed as his competition. Because he was working in the IT market, he mentioned other IT companies. This is a very risky perspective though.
Why?
Well your new ...READ»
Last week I did attend a Center for Services Leadership webinar about Georgia’s roadmap to faster, friendlier and easier customer service.
It was very impressive to see the results of such a large project, which covers 130.000 ...READ»
Many organizations are starting to see the need to innovate. However still many of them still have the (strong) opinion that they can only innovate themselves, so innovate from within. Open innovation, crowdsourcing and ...READ»
Many organizations are starting to see the need to innovate. However still many of them still have the (strong) opinion that they can only innovate themselves, so innovate from within. Open innovation, crowdsourcing and ...READ»
In December I did fly to Copenhagen for the Climate Change Conference. The day before I departed I could check in online. Nothing special you would say. However, I was pleasantly surprised when they offered the option to ...READ»
COLLABORATION IS A MUST FOR SERVICES
For products most collaboration takes place in the design and manufacturing phase. During that time there are different departments involved in designing and building the products. E.g. ...READ»
The iPhone is the most popular smartphone in many countries. One of the reasons for that success is the availability of many, many useful applications (apps) in the Apple store.
An app is software, which is ...READ»
EIM did a large research (650 companies) into the effects of smart working in the Dutch SME market.
Companies who invested in smart working have on average:
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16% higher growth ...READ»
Last week in Copenhagen I attended a side event in the Climate Change Conference (COP15). The topic was the importance of growing the service industries. There were two presentations from the hotel business and two ...READ»
I just finished reading the book Trust Agents from Chris Brogan and Julien Smith. Obviously it is a must read for everyone in the business world.
When I reflected on the content I had some kind of epiphany. Most corporations and ...READ»
