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Author Archives: Linley Watson
Do you serve customers or transactions?
A colleague forwarded me this article, How can American Express help you?, with the comment, “Have a read of this brilliant article from Fortune, it reinforces all we advocate.” In this interview, Jim Bush – American Express EVP of world … Continue reading
Posted in Business, Customer Service
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How much is your culture costing you?
A new report from the Barrett Values Centre highlights the financial cost to organisations of embedded values that originate from fear, or create an environment of fear. All organisations run on a combination of conscious and unconscious values that include … Continue reading
Trust me, trust is key
“It’s not my problem I passed it on to so and so.” Sound familiar? Buck passing is a sure sign there’s a lack of trust in your organisation. We have been conducting workshops with a client’s finance, marketing and business … Continue reading
Three ways to lift performance in tough times
In today’s turbulent market it makes sense to look for ways to improve the way you operate. But instead of just trying to do more with less, get smart about what you’ve got with some innovative and inexpensive assessment tools. … Continue reading
What are the future ‘game changers’ for your industry and business?
As a business owner, I make a point of attending a few seminars each year that take me outside of my ‘corporate bubble’, challenge my thinking and ensure I’m working on the business as well as in it. A few … Continue reading
Posted in Business, Leadership & Management, Uncategorized
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Toxic Culture Syndrome – Do you suffer from it?
In the news this week a departing senior executive of Wall Street icon Goldman Sachs lamented what he sees as the ‘declining moral fibre’ of the firm, generating hundreds of comments highlighting the prevalence of what I call Toxic Culture … Continue reading
Posted in Culture, Leadership & Management, Uncategorized
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Global research identifies top desired organisational values
It is now well recognised that organisational culture is a key driver of financial performance. An organisation’s culture can be measured by assessing the values, or collective beliefs and behaviours of its people. As part of their ongoing research into … Continue reading
Going for Gold in 2012
Welcome to 2012, the chinese year of the Dragon! I’m back on deck today after my usual month off over the Christmas period and I’ve got to admit that it’s not easy to be at my desk when it’s a perfect sunny day and … Continue reading
Posted in Business, Leadership & Management, Uncategorized
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How to turn customers into BELIEVERS
Peak Performance partner Dr Ian Brooks recently launched his new book “Believers” which incorporates 55 columns he has written on Customer Excellence for NZ Business magazine over the past five years. What I like about the book is that it’s an easy read, … Continue reading
Posted in Customer Service
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Cultural appreciation key to business success
Last week I attended an interesting financial services briefing hosted by Madgwicks. The presenter was Mark Burgess GM of the Future Fund, Australia’s sovereign wealth fund which manages more than $70 billion of our superannuation. An engaging speaker (despite the unreadable slides, tables … Continue reading
Posted in Business, Culture
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