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Newsletter 103 Secret of Superior Service


We sometimes become so sophisticated in designing our customer service experiences, technology, processes - that we lose authenticity and natural responsiveness - the human touch that makes all the difference

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WHAT'S IN THIS NEWSLETTER
What will drive service delivery improvement in the years ahead - product, process, technology, measurement .... ?
The answer is people. And here's why.

Elephants in the Office is an initiative that is positive, different, relevant, much needed. A way for organisations to shrug off out of date taboos and move forward. See main body of newsletter.



NEWS
A STORY GROUP of 32 prominent story practitioners around the world – including USA, UK, Israel, Australia, Europe, came together last month. This was in response to the world being at a crossroads, socially, environmentally, economically, politically, and spiritually - and fraught with interlinked tensions, discontent, dis-ease and risk. We have begun holding conversations online and face to face around the future of story - spurred by a shared sense that story has a healing, integrating, enlightening role to play where there is conflict, disruption, fragmentation, brokenness and darkness. How this may evolve is most exciting.

PACHAMAMMA ALLIANCE requested copies of From the Inside Out: the human dynamics of sustainability and The Virtuosa Organisation: the importance of virtues for successful business. We look forward to a deepening relationship with them as their concerns, interests and approach resonate with ours - view here

WORKPLACE COMMUNITIES OF LOVE. Mark Goyder, Founder and Chief Executive of The Tomorrow’s Company, UK: “For too long the high priests of shareholder value have told us that we must worship at the altar of financial analysis. Now, at last, after Enron, LIBOR, Volkswagen and others, boards and investors alike recognise that what most threatens shareholder value is to neglect the purpose, values, relationships and the human side of a business”: view article.
We agree, and we’re busy sharing experiences and exploring the possibilities of such workplaces with Menlo innovations, Southwest Airlines, The Love Summit, Vale Resorts, Firespring, Haiti Partners and others. Our December newsletter will introduce some of our findings and thoughts.

LEADERSHIP AND CHANGE have posted our article on the key leadership skill of listening - read it here

HCR article. In the October Human Capital Review (a very worthwhile subscription) is our Corporate Stampede to Purpose - read more


THE ENEMY WITHIN. Why do we do bad things when we mean to do good? An article contributed by Peter Fox is in our H&N Member's Archive

A brand new offering is about to hit the market. In these difficult, confusing, divisive times CONVERSATIONS can bring insight and healing. See the main body of this newsletter.

The Halo and the Noose Version 2 is now available in ePub format from Lightening Source, Amazon, Loot, Spark and a number of other sources





NEW


A ground-breaking, practical compass for future leaders and their organisations who wish to move beyond simply 'doing good and doing well' - find out more


QUOTEABLE QUOTES
"There's a crack in everything. That's how the light gets in" - Leonard Cohen

"...and the journey to inner space is not necessarily an easy or a safe trip" - June Singer

“By three methods we may learn wisdom: First, by reflection, which is noblest; Second, by imitation, which is easiest; and third by experience, which is the bitterest”
― Confucius

“Nothing is either good or bad but thinking makes it so" - Shakespeare

"When you are in power, it is not your power” - Thuli Madonsela (Former Public Protector, South Africa)

"We may sometimes be on the same page but thank heavens we’re different words!" - Graham Williams


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