May 27, 2017

Feedback – friend or friendly fire?

‘We seek it here, we seek it there, we seek that feedback everywhere’ (with apologies to The Kinks!). Having just returned from overseas MBA teaching, and having bought some rather large household items since, I have been bombarded by companies wishing to ‘engage’ with me. Hotels, airlines, online services, you name it, all wanting to […]

Quiet branding: how does inconspicuous consumption influence consumers’ identity?

Are conspicuous brands losing their appeal? That is the question that Jane Priest, teaching fellow at Edinburgh Business School (EBS), is asking as she embarks on her PhD. With her proposal now approved by the EBS Postgraduate Committee, Jane has got the green light to start her exciting journey. Evidence is emerging that conspicuous brands […]

The Art of Negotiation – Lessons from the Market

Things are not always what they appear to be. On a recent trip to East Asia I took the opportunity to visit a famous street market. Apart from wonderful street food, the market has a wide range of clothing and accessories that attracts both tourists and locals. One feature struck me. Why were so many […]

Big data just got bigger

Amazon has announced its entry into the grocery sector with Amazon Go, an offline supermarket that will open in Seattle in early 2017. Four years in the planning, the concept, as you might expect from Amazon, is technology driven. Using smart technology, the internet giant is doing away with the humble checkout. As customers load […]

Greener equals cleaner: Lessons from the Streets of Copenhagen

I don’t know how free from litter the streets in your town or city are, but in Copenhagen, Denmark, the streets are pretty clean. Indeed, the Danish capital is one of the cleanest in Europe. Mind you, this has not always been the case. There is a tendency towards littering in Copenhagen, but the City […]

“May I have the bill now, please?”

Thirty-five years ago a medium-sized luxury hotel in Southern Europe had a manual bookkeeping system in which guest bills were handwritten, and not very well either! In the cashier’s section the clerks would enter charges from dockets raised by various departments – restaurants, floor service, hairdresser, manicurist, boutique shops, car hire, theatre desk, concierge, florist, […]

How Deep is the Male Bias Against Women as Leaders?

Kevin Roberts, Executive Chairman of Saatchi & Saatchi, resigned after claiming that women in the advertising industry lacked ambition and were not held back by sexisim. It is to the firm’s credit that Robert Senior, worldwide CEO, quickly released a statement distancing the firm from Roberts’s views, saying: ‘Saatchi & Saatchi is, and has always […]

Its ‘service’, Jim, but not as we know it!

 A few months ago I blogged about the lack of a service culture and asked you for examples of a good one. Needless to say, I got no response. I’ll content myself with the supposition that you couldn’t find any! Well, I might just have uncovered one, so I’ll share it with you. A month […]