Being TRUE to your customers

In increasingly competitive markets, customers look for experiences that match their expectations and needs. Essentially this means that as consumers continue to become more savvy at researching and comparing brands, companies need to realise that when it comes to customer experience, they need to create a brand promise and deliver on it. 568 more words

Customer Service

The "third presenter" method of streamlining your presentation

Here’s an all-too common scenario: Three presenters are scheduled to speak at a seminar, for 15 minutes each. The first two presenters go way over their allotted time, despite the timekeeper’s hand signals, in order hit upon every point they intended to make. 398 more words

Unsolicited Advice

To blog or to microblog? - that is the question

People who are “on the brink” of trying out social media at my work often ask me “should I blog or use twitter, or something else? 1,315 more words

Knowledge Management

Why should we work out loud and how to get started

I recently rejoined UNICEF to head up a small team with the “modest” aim of developing an approach and systems and tools to support more effective knowledge exchange within the organization and with partners.  676 more words

Knowledge Management

Learning how to redesign a successful product



On Monday I was asked to facilitate a workshop organized by the UN Millennium Campaign to help redesign MyWorld2015 (the global poll on what should be in the # 753 more words

Knowledge Management

Plain Speaking blog comes to an end

It is one year since I lasted posted a comment on Plain Speaking.

There are many reasons as to why content was suspended during this time. 134 more words

Knowledge Management