The Ultimate Question – Net Promoter Score

Net Promoter is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article “The One Number You Need to Grow”. (and expanded into a book The Ultimate Question, 2006 HBS Press) Companies obtain their Net … Continued

Helpful hint: how HR should lead the way

During tough times it is often HR who are ‘cut’, that is unless they have particular skills in redundancy. This is particularly true in the ‘interesting’ end of HR – leadership development, OD – the areas in which I predominantly work. Here are 4 ways in which L&D, OD and HR more generally can make … Continued

Our appetite for risk is increasing, is this a problem?

Of late, much has been written (and spoken) about the level of risk (for instance, that taken on by banks) and what is a ‘healthy’ level of risk for an organisation. The following is a heavily truncated report by the Hay Group which talks about the mismatch between the level of risk organisations are prepared … Continued

Helpful hint: how to get what you want

Have you ever thought about the best way to get what you want? How is it that others around you seem to get what they want and you don’t? As a leader, what is the best way to get your team to do what you want? There’s a really great way to do this which … Continued

How would you get an elephant into a fridge?

This article appeared in HR magazine recently and made me pause and think, given I’m an advocate of competency based interviewing. Two-thirds of candidates welcome obscure lines of questioning as part of the job interview process, giving businesses the opportunity to shake up their interview processes in the tight war for talent, according to recruitment … Continued

Helpful hint: delivering ROI on leadership development

For those who work in HR and, more to the point, leadership development, it is often difficult to quantify the ROI on leadership development. Leading management consulting firm, the Hay Group, recently identified 6 conditions to ensure leadership development initiatives deliver measurable benefits, alongwith 4 common pitfalls. It seems they could be useful for also … Continued

Helpful hint: the Olympics of job design

Post Olympics we are left pondering how we can maintain the euphoria and positive good will the Games created (at least until the Paralympics start in a couple of weeks time). For organisations, in today’s climate, it’s incredibly challenging to keep people happy and motivated. People work well (and therefore enjoy their work more), when … Continued

Being a real person most important thing to engagement

If companies organized more to draw on and fuel enthusiasms, and less to maximize efficiency, the problem of disengagement would be gone forever. The volunteers of the Olympics hint at what an alternative customer experience might look like. And it looks very exciting. Read this HBR blog post by Rob Goffee and Gareth Jones

Helpful hint: including a CV unleashes jealousy

CVs in the UK rarely include photos, although they are commonplace in China and parts of Europe. They are also catching on in Turkey, Israel and elsewhere. However, some recent research showed some unexpected bias against women who include photos with their CVs. In a study of responses to CV photos, Ze’ev Shtudiner of Ariel … Continued

Helpful hint: saving 10 hours a month

This article appeared recently on HBR. It’s useful, practical and sensible so a truncated version is included here. A busy executive — aren’t they all? — crafted an excellent email response to an important query posed by her subordinate. Thoughtful, useful, and personal, her answer cut to the heart of the issue while presenting an … Continued