How are you experiencing what your customers experience?

When leaders have no idea of the real-life experience of their service, finding out can be a hell of a shock.That's how the Smarter Borough Hotline nearly got me fired.I called the ‘Smarter Borough hotline’, our high-profile, vote-winning new service, as a junior officer at the council, but part of the CustomerFirst Board, with the … Continue reading How are you experiencing what your customers experience?

Self-love can make you blind

but without it, you’ll be both poisonous and venomous to the world. What generates really deep positive energy for you? What quote do you *actually* stand by as something you live by? I don’t do a lot of seasonal posts — nor a lot of happy-clappy self-help. But I do think the New Year is a good time … Continue reading Self-love can make you blind

Transduction – leading transformation – Issue #30

Subscribe for full images and better links: Have a great one!My highlights from the last week (and some from issue 13, from September 5) Have a great one! My highlights from the last week (and some from issue 13, from September 5) Winterval - Wikipedia Happy Winterval, everyone! http://pigsonthewing.org.uk/winterval-the-truth/ Top phive of the week National … Continue reading Transduction – leading transformation – Issue #30

“We aren’t talking enough about power”

Well, that’s a classic show-stopper, isn’t it?  How often have you heard that in a workshop or discussion? Power, like ‘leadership’, ‘innovation’, ‘culture’, and ‘transformation’, is one of those — ahem — power words. Very often, it allows us to seem deep and reflective, without actually getting anywhere. It’s frequently gesturing at a real feeling, a real set of issues — in … Continue reading “We aren’t talking enough about power”

Have you ever been ‘referred’ or ‘signposted’? How did it feel?

Have you ever been ‘referred’ or ‘signposted’? How did it feel? We worked with one council to analyse the whole of their customer contact. The council was very dedicated to accessibility and support to those in the community most in need. What we found was that all the good intentions were a part of the … Continue reading Have you ever been ‘referred’ or ‘signposted’? How did it feel?

Transduction – leading transformation – Issue #29

Top phive of the week What do you think of each other? How dangerous would it be if everyone knew? A partnership exercise Here is my theory of tomato inflation and latte carcinisation What else have you noticed that degrades over time? What are the organisational equivalents of these theories? Tomato inflation When I was … Continue reading Transduction – leading transformation – Issue #29

What do you think of each other? How dangerous would it be if everyone knew? A partnership exercise

I helped facilitate a large group drawn from all the ‘partners’ trying to join up and make their 'place' better. This was a partnership across police, health, fire, businesses, voluntary sector, several councils, and central government. The idea was that, working together, they could get more autonomy to work locally around local problems - getting … Continue reading What do you think of each other? How dangerous would it be if everyone knew? A partnership exercise

Here is my theory of tomato inflation and latte carcinisation

What else have you noticed that degrades over time? What are the organisational equivalents of these theories? Tomato inflation When I was a kid, the tomatoes from Derek, our local greengrocer, were *proper tasty*. Juicy and full of flavour. In those days, you could confidently buy a tomato in any shop, and it tasted of … Continue reading Here is my theory of tomato inflation and latte carcinisation

Transduction – leading transformation – Issue #28

SUBSCRIBE DIRECT AT https://www.getrevue.co/profile/antlerboy Evidently I missed publishing this last week and left it in drafts (it is just a mirror of the getreveue newsletter anyway) - nevertheless, here it is. Published on LinkedIn, GetRevue and substack, this is my weekly roundup of things I’ve shared in the last week - and I’ve dropped back … Continue reading Transduction – leading transformation – Issue #28

My top LinkedIn posts (you won’t BELIEVE number 77!) ;-)

I joined LinkedIn way back in April 2007, thanks to a colleague who came back from a course at the Harvard Kennedy School and told me that everyone in the US was on it. Around that period, and particularly from 2009 onwards, it was a good way to tell which public service clients were doing … Continue reading My top LinkedIn posts (you won’t BELIEVE number 77!) 😉