by Günter Richter | Jul 1, 2011 | Business Strategy, Customer Management
Like many people, I need to travel into London on a daily basis – a train trip of around 45 minutes. And while I have a choice of substitute products (I could drive, catch a taxi, car pool) I catch the train because it is (usually) the quickest and most practical....
by Günter Richter | Jun 22, 2011 | Business Strategy
There is a scientific theory called Boyle’s Law, which states that a gas will expand to fill the size of the container that it’s in. For many years I have felt that staff in organisations – performing their day-to-day operational activities – behave in...
by Günter Richter | Jan 9, 2011 | Business Strategy, Customer Management
Traveling on EasyJet recently, it struck me how poor the customer service was. With the exception of the check-in counter representative, all of the staff I interacted with would certainly have benefited from a reading of Carnegie’s ‘How to Win Friends and Influence...
by Günter Richter | Nov 5, 2010 | Business Strategy, Consulting
If – like many of us – you are a consultant, you’ll be used to working on projects. In fact, you’ll be accustomed to working on projects all the time. You will also have seen that when working on customer projects, the client will at the same time be...
by Günter Richter | Sep 6, 2010 | Business Strategy
There is a fairly well known anecdote that describes how people tend to get promoted until they reach their level of incompetence. This appears particularly true in the public sector or government. One needs only consider the likes of Gordon Brown or George Bush (pick...
by Günter Richter | Jan 21, 2010 | Business Strategy, Customer Management
As I have mentioned before, South Africa was lucky by not feeling the full blow of the global recession. However one needs only take a walk around any mall to notice how retail has been affected more than other industry’s have. Many small retailers have closed...
