Month: August 2018

Strategy, Architecture & Problem-Solving

drops-of-water

Invest in Now

Also known as “Take care of the customer in front of you, not their future selves.”  I’m minded of this, specifically regarding how organisations can manipulate the perceived balance of power between them and their customers when applying refunds. Mistreatment I’ve noticed that it’s not necessarily specific companies, but the industry sectors they operate in.…
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Jumbled music

Devolving Decision-Making through Frameworks

If you create an appropriate framework, people can understand what to do when you haven’t told them the details. All too often, organisations define rules that do not need defining. They may choose to set criteria for approvals, or host panels in order to evaluate submissions. A better approach in many cases is to create…
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