Employees and Customers Experience: A superiority Contest?

Imagine for a minute; you get to the pearly gates of heaven, you are warmly received by the Angel at the entrance with a simple question. “Where will you like to spend eternity?”Your answer: “Heaven of course!” The Angel says to you: “Please check out hell first before you decide.” Surprisingly and reluctantly you go to check up hell; the elevator doors open and you see incredible beaches, big cinemas, golf courses, gorgeous people eating sumptuous food. Everyone is enjoying and having fun, it is an incredible sight. You are surprised; you rationalise real quick; that heaven will be better. You then take the elevator to heaven’s gate; you see a bunch of dull harp-playing people, nothing fun. The food does not look as great as the ones you saw in hell. You return to the angel: “I didn’t think I’d ever say this, but I think I’d rather go to hell,” you say. “So shall it be,” he says, and you head back down to start your new afterlife. When you get to hell this time, fire and brimstone greets you. You exclaim “Where are the great food and incredible atmosphere?” Your welcoming committee stares at you blankly: “Oh,” they say, “Yesterday we were recruiting you. Today you’re staffed.” (more…)

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Break the Box: Build an idea driven organization

  Break the Box: Build an idea driven organization. Some years back, I stumbled on a story of how an excellent organisation that was the envy of competitors ran into troubled waters with one of its fast-moving products. It was a terrible moment for the company as the share price experienced a free fall; the reputation of the company was under water; investors lost confidence, and the government wielded the big hammer. The management team tried to solve the problem by every means they knew.

They spent so much time and resources and still got no solution. Finally, they gave up and sold out. Few days after, it seemed that the new owners had solved the issue. The former owners were baffled and shocked industry watchers. They launched a full-scale investigation that revealed what happened — a junior employee had a game-changing idea to resolve the problem but did not have the opportunity to be part of the brain in the game. Once, he summoned the courage and approached the former management team, but they did not have the patience to hear him out. (more…)

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Early Codeine Problem Recognition: Management Insights from the Nigeria Codeine Story

Early Problem Recognition: Management Insights from the Nigeria Codeine Story: The village was thrown into turmoil, and Joseph was battling for his life with a 7 feet long crocodile. Years ago, he had returned from the stream with the reptile’s egg, warned to thrash it, but he kept delaying until it hatched. It was another time to do away with the reptile, but Joseph delayed, he got fond of the reptile believing baby reptiles don’t hurt.

Despite the repeated warning signs, he convinced himself, that the crocodile wouldn’t hurt, this day, after he walked into the cage as usual and after he fed the beast, it charged at him. Joseph tried to caution his pet, but the reptile charged at him again, Joseph fought back. Unfortunately, the monster pounced on him and the rest was history.

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