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Recent Posts
- To get better complaints: help the customer to complain
- Systems thinking for middle managers: workplace democracy in action.
- In the age of social media, will your Chief Executive sort your mail?
- Tesco, horsemeat, and how to write an apology letter.
- Privacy and the right to be forgotten: who owns your personal information?
Top Posts & Pages
- Why do companies obey the law? Compliance in a self-regulated business is habit that needs to be nurtured.
- Does the fish rot from the head down? When organisations go toxic
- Tesco, horsemeat, and how to write an apology letter.
- RBS vs. Lehman Brothers failures in leadership, culture, and regulators.
- The myth of the rogue employee: rotten barrels create rotten apples
Author Archives: lawrence serewicz
To get better complaints: help the customer to complain
I read this HBR blog and thought about how it could be applied to complaints. When a problem occurs, an organisation will often wait until someone before trying to fix the issue. As most organisations do not work actively to … Continue reading
Posted in customer service, management
Tagged Company, Complaint, Customer, Customer experience, Customer Management, customer service, Facebook, Twitter
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Systems thinking for middle managers: workplace democracy in action.
As middle manager, I have been thinking a lot about how I do my job. As a colleague explained to me, “We are the jam in the sandwich.” I liked the idea because it shows a central, sweet, and connective … Continue reading
In the age of social media, will your Chief Executive sort your mail?
The question is shocking, as it seems impossible. Yet, in today’s social media enhanced workplace, the potential is implicit within the technology. We would not expect a Chief executive to open a company’s mail, sort it and deliver it. Yet, … Continue reading
Tesco, horsemeat, and how to write an apology letter.
Tesco has been at the centre of a food scandal recently in which value beef burgers sold under its label were found to contain horsemeat. While other companies such as Aldi and Iceland have been involved, Tesco has received … Continue reading
Posted in Uncategorized
Tagged Aldi, apology letters, FSAI, Horse meat, Iceland, Ireland, Johnson, Tesco, Tylenol
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Privacy and the right to be forgotten: who owns your personal information?
Over the past year, the right to be forgotten (RTBF) has become a topic of debate and interest. What began as an academic or theoretical issue has become a legislative proposal within the European Union. From the perspective of the … Continue reading
Is augmented reality the future for archives in a digital age?
I have been thinking about the future of archives for the next 20 years and how services will be delivered. I am interested in how the public (archive users) will access the archives. In particular, I am interested in how … Continue reading
Need to improve your customer service? Have your Chief Executive sign the complaint responses
Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading
Four questions for George Entwistle at parliament on 23 October 2012
When George Entwistle answers questions before the Culture, Media, and Sport Committee on Tuesday 23 October 2012, the committee will face several challenges. First, the committee will show the public’s interest about the withdrawal of the Newsnight programme. On the … Continue reading
Are you aware of how your solution has unintended consequences?
In trying to manage, it is important to start by understanding the issue or the problem before trying to solve it. As Peter Drucker wrote, an effective executive asks, “What needs to be done?” Often times, a manager may believe … Continue reading
The rise of the networked managers: sense making in the social media age.
The manager’s role is changing. The new organisation, connected and networked, requires managers to deal with internal and external issues. The required skill set is changing. In the past, the focus may have been on service delivery based on top … Continue reading
