In my years of working with businesses to improve their performance, the most important question I start out with is , ‘What business are you in?’ It’s a simple question with profound implications. All too often, organisations become so engrossed in their products or services that they lose sight of the underlying value they provide. […]
In the realm of business strategy, two powerful concepts have emerged: Simon Sinek‘s Golden Circle and the fundamental question, “What business are you in?” While seemingly distinct, these frameworks offer complementary perspectives for organizational success. Sinek’s iconic “Start with Why” approach has inspired countless leaders to focus on purpose and inspiration. By understanding the core […]
Many companies have adopted NPS (net promoter score), as a means to measure the effectiveness of their CX programmes. Companies that improved their NPS scores found that overall business performance improved. Heck, NPS has even been backup by a Harvard Business Review article. Everything published in HBR must be true – right? Companies have approached […]