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‘Collaborative customer-centric’ culture: what does it take to make this shift?
“With our style of management we rely on our people to run the business, but its our job to create the culture.” John Timpson, Chairman, Timpson Who is the ‘we’ that John Timpson is pointing at? He is...
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Timpson: shifting/transforming culture through ‘language and practices’
Why did John Timpson commit to making this shift in culture? This is what he says: “I am embarrassed that it took me 22 years as a Chief Executive before I found the secret behind good personal...
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Do you really need to produce a customer experience blueprint?
As a result of that which occurred at Sandy Hook Elementary School I have done some reflecting – on how the staff ‘showed up’ in the world, on my experience in management, and on customer experience....
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