Blog

Stores Evolution – Where are the humans in this place?

The WEF 2017 report says we will see 15% of stores close in the next decade. Last year saw the highest retail closure numbers in the USA and 2019 is tipped to follow suit. Australia has a significant amount of retail space per capita and this trend seems destined to head our way. But fear not, […]

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Use customer data for efficacy (‘experience’ not required)

6R Retail. We can see that the evolution of experience retailing is becoming more pervasive all the time.

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How Better Listening Can Improve Project Outcomes

An upsetting recent experience Have you ever felt like the person you’re speaking to is just not listening? Last week, we pulled the plug on a server migration. If you’ve ever done a move like this, you know how hard a call this is to make. The team had been working on this for the […]

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What if you Treated People as Assets?

Some time ago, (admittedly over a drink), a software provider was heard to wonder… “What if we selected the people we want to work with first, and then figured out the plan and the system?” At the time, this struck a chord. One of my measures of success is to ‘work with great people’, and […]

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Giving and Receiving Feedback

Feedback: Tips to help calm the nerves I was recently asked to contribute a ‘customer’s perspective’ to a room full of people who are delivering to customers (like the one I shared with this software vendor). It took a lot of time and thinking to come up with a way to frame up a few […]

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Project and Role Transition Requires Kindness to Self First

Transition projects and role transition both require kindness to self first. When in transition, there are 5 pointers to look out for and to help manage the transition process. From Doing to Managing: Mentoring Through the Transition Career transitions often mimic corporate change. We don’t always know what lies ahead in the future, and that […]

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