To be a customer-centric organisation you need a 'new entrant' mindset

22 Sep 2015

If I had a fiver for each recent comment or blog I'd read on the subject of customer-centricity, I'd be heading off to the Caribbean on a very nice holiday. I think all this attention betrays a collective anxiety as we know that organisations are still struggling with the customer-centric agenda. Only a small minority of businesses are already accomplished omnichannel players - most are struggling...


Were poor performance management processes responsible for mis-selling scandals?

7 Sep 2015

Poorly executed performance management processes risk pressuring sales teams in the financial services sector into further mis-selling, according to new guidance released by the Financial Conduct Authority (FCA). The FCA guidance found that aggressive organisational and departmental targets create a cascade of pressure throughout firms. Middle managers, finding themselves responsible for achieving...