Understanding the most important metric in your digital business

May 6th, 2015

If I could only choose one metric for my business, then I would choose NPS which measures customer satisfaction and I would go so far as to say that if you are not obsessing about this important number then it is hard to be customer focused. Firstly what is customer satisfaction and how is it measured? … read more

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Becoming customer obsessed with the five stages of digital customer focus

April 25th, 2015

The turning point in my early career, that opened my eyes to the power of customer focus, was when a new executive joined the business I was working at and addressing his customer team for the first time.  He walked confidently into the room and looked carefully at the 50 or so people who reported … read more

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How to craft messages for your team – think head, heart, hand

April 2nd, 2015

This is an experiment with a really short blog post which I learned recently from a friend of mine. Many people have team meetings where they need to keep people information or cascade information for them to take back to their teams. The head, heart, hand tool is a very effective way at designing your communication … read more

Topics: Leadership
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A Digital Advisory Board – Start small, think big, move fast

January 22nd, 2015

Recently I chaired a round table discussion with some of the best digital thought leaders in the industry co-chaired by James Humphreys of Wilton & Bain Management Solutions. Below is a summary of the discussion: The Digital Advisory Board Businesses face a serious digital skills gap. This gap is exacerbated for enterprises that are either outside … read more

Topics: Digital
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My journey from techie to consultant to entrepreneur to big corporate

October 30th, 2014

Earlier this year I was very honoured to speak at the Ecommerce UK event on the future of ecommerce and multi channel at the The Royal Society in London. My presentation was called “The Extreme Generalist” and in it I talked about my leadership journey which had at its heart my philosophy of making myself … read more

Topics: Digital, Leadership
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How Netflix built a high performance culture

March 17th, 2014

I have recently been reading a case study of how Netflix built a culture of excellence and I wanted to share the key points that stood out: 1. Adequate performance gets a generous severance package Netflix’s metaphor is that they are a team not a family – which means that leaders need to hire, develop … read more

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Using a lean start-up approach in a company with 100,000 people

August 7th, 2013

Working in a large organisation, such as Lloyds Banking Group with over 100,000 people in a highly regulated environment, it can sometimes take a long time to get things done. As I have a lot of start-up experience I have recently been experimenting with how a large company can start to adopt a more lean … read more

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How to balance your management and leadership tasks

April 3rd, 2013

I am back at Cass Business School this week taking a leadership elective as an alumni. It felt really good to be back in the lecture theatre and engaging the academic grey matter. The first lecture gave us the opportunity to unpack the differences between management and leadership, which I will cover in my next … read more

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Evolving the business models of photographers

October 31st, 2012

I find it almost impossible to take good photos of my children so I thought I would leave it to the professionals and went to see an independent photographer for the first time.  I visited a photographer in North London and it was not an experience I would care to repeat anytime soon; the studio … read more

Topics: Business & MBA
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Recommendations to maximise Internet company value

October 18th, 2012

The following recommendations have been drawn from the research targeting a range of stakeholder groups who are involved with publically listed companies. Management looking to maximise valuation should concentrate on growing revenues not cutting costs. While cost cutting may have some effect on market value, the data point to revenue as the dominant driver of … read more

Topics: Business & MBA
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