Simon Sinek has become known for his Golden Circle: the idea that “people don’t buy what you do; they buy why you do it”. He stimulates organizations to find their “Why”, and express this is their Purpose statement. I came to realize that Why and Purpose are not the same, so I wrote him an open letter.
The BICEPS framework
A strategic framework for proposition and performance management. Determine goals and track collaborative performance.
A winning mindset
The three most essential ingredients of a world class customer service. A simple way of working that any organization can adopt.
ABC of Service Experience
Soft skills are the USP in customer-facing roles. Here’s the secret to applying the 26 human powers that can’t be automated.