Earlier this week I ran a vox pop on President Obama’s focus in his second term. There were just 2 questions – firstly what his focus should be and secondly what his focus will be – and the options to choose from for both questions were identical and were as follows:   o Nuclear proliferation o Climate change o Debt reduction o Economic growth o Educational improvements o Deficit reduction o Gun control o Gay marriage o Unemployment o Improving relations with Republicans in Congress o Closing Guantanamo Bay o Immigration Reform o Israeli-Palestinian peace process o … Continue reading

Posted on by Brendan

I’m a big football fan and I’ve just finished a book celebrating Alex Ferguson’s “25 Years At The Top”.  You may know about Ferguson but, if you don’t, he’s widely regarded as the most successful football manager ever.   I reckon though that his approach to the management of Manchester United contains lessons that can easily be applied to business.   One quote in particular caught my attention : “As manager, it is my job to cut through the emotion and disappointment to reach honest conclusions on which to base our planning and strategy for the future.  … Continue reading

Posted on by Brendan

Sometimes a change is good – so today’s blog post is a bit different. I’m guessing you know that Barack Obama will be publicly sworn into office today. As he begins his second term I thought it would be interesting to find out what you think the focus of his efforts should be and what you think that focus actually will be. I’ll feed the results back to you later this week. Ok – have your say in a quick 2-question vox pop here.   PS : For those among you interested in history this will be … Continue reading

Posted on by Brendan

You’ve measured the satisfaction level of your customers at two different times and you’ve seen the level increase.  Can you conclude that you’ve been making your customers happier?   It’s tempting to conclude “yes” isn’t it?  But not so fast…  What if, for example, business and consumer sentiment has been improving over the same period because of an improving economy?   What if such sentiment has increased by 10% while your customers’ satisfaction level has increased by 5%?  You can do the maths.  In that scenario you might actually be hampering your customers’ satisfaction levels.   I … Continue reading

Posted on by Brendan