Careless talk costs money and reputation

This week I thought I’d tie together several news stories which all belie the same theme: loose tongues cost both money and reputations. On Sunday, the News of The World published an extraordinary expose of the Duchess of York, apparently hawking business access to her ex-husband. It’s a grubby little tabloid set-up; but other stories [...]

Consumer Transparency: the illusion of people power or great customer service?

In a comment on my post “On the hunt for new ideas”, Ash asks what I think about consumer transparency. Me have an opinion? I’m more than glad to oblige. For anyone who needs some help slicing through the jargon, consumer transparency is a pretty universal term for “being honest” in all sorts of ways. [...]

If you’re going to do a job well…

I’ve just got back from a very pleasant few days rest and respite in the Canaries, and very good it was too. And for the first time in ages, my flights were seamless (thank you Monarch). My flying history is not spectacular. Last week, I had to cancel a meeting in Vienna thanks to fog [...]