Strategic Futurists; Value Systems Specialists

Events

Getting Customer Service Right - EastLink - International Year of Solutions

Thursday 20 January 2011

As promised, the wash-up to my experience with the toll-road operator Eastlink and what I regard as a pretty poor approach to Customer Service. However as I am treating this is the International Year of Solutions, I'm not complaining without making suggestions for improvement, which I have done

You can download the document here - pretty straight-forward though in putting it together, surprisingly longer than expected.  They key takeaways for everyone with a customer service focus: don't claim you've done something you haven't; make it easy for customers to take the steps you want them to take; 'dear customer' is insulting - use their names when you want them to do business with you.


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Events

Beyond VUCA - the VUCA Squared concept
Wednesday 10 July 2019
Most people who've been involved in planning and strategy development will have heard of VUCA - Volatile, Uncertain, Complex, Ambiguous. Emerging out of the US War College in 1987, it's come to be more widely used by consultancies aiming to at least 'sound smart'. But that's not the main problem with its usage
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Is Manufacturing Output Data a Reliable Indicator of Economic Activity
Monday 25 March 2019
In short - 'No'. In days of yore manufacturing data meant jobs being done, employed people being paid, sales being made. But with robotics and off-shoring in many parts of Australian manufacturing, it's no longer the value indicator it once was.
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The Drive to Make Futures Thinking Pragmatic
Thursday 14 March 2019
I've writen a fair bit over the years about the need to move futures thinking out of a theoretical approach and into a more applied model.
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