Our insights

Can the Royal Commission create a new industry hero?

From myth and the first recorded stories in ancient history to present-day movie blockbusters, humans appear to be obsessed with the idea of the hero. The “hero’s journey” narrative pops up with many common elements, across cultures and across time. Most famously Carl Jung (and in later times Joseph Campbell) propounded the theory that this… Continue reading “Can the Royal Commission create a new industry hero?”

How to stop ‘customer-centricity’ being a meaningless mantra – Part Two

The challenge facing any organisation seeking to develop a truly customer-centric culture is how to get past paying lip service to an ideal and build a focus on customers into the organisational DNA. In the first part of this series we looked at four aspects of how successful organisations begin the process of placing the customer at… Continue reading “How to stop ‘customer-centricity’ being a meaningless mantra – Part Two”

How to stop ‘customer-centricity’ being a meaningless mantra – Part One

The inescapable mantra across businesses (even government) today, is that the “customer” is at the core of what they do – the idea that “we live to serve”. While many organisations seek to project this image, relatively few can actually claim to be authentically customer-centric. The challenge is to build a focus on customers into… Continue reading “How to stop ‘customer-centricity’ being a meaningless mantra – Part One”