Systems Thinking

May 4, 2017
A few good men

Can you handle Dimension Data’s uncomfortable truth about customer experience?

Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee: “You […]
January 7, 2013

Systems thinking, customer service and unlearning the way we do things – Interview with John Seddon of Vanguard

Back in November, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of […]
November 12, 2012

Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share […]