The power of coaching

Friday, May 26, 2017 / 0 Comments

Who benefits from coaching and how? Over the past few months I have been pretty immersed in coaching and have been reminded of how positive the experience can be for those being coached and from an organisational perspective The individual being coached: When people don’t know what they don’t know - sometimes people can’t see the wood for the trees, they’re simply too close to the day to day to see what they need do better or differently. Coaching can identify pr ..

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Governance structure: strategic weapon or liability?

Saturday, March 04, 2017 / 0 Comments

Competition for work, changing client expectations, the growth of in-house teams and the entry of so many ‘new law’ players are fueling the increased drive for efficiency and value, and are also evidence of challenging legacy governance structures. Based on observation, many professional service firms simply are not recognising the impact their governance structure has on strategy execution. Too clunky, to slow, it can be a liability rather than the strategic weapon it  ..

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8 Tips for lifting people up

Monday, January 02, 2017 / 0 Comments

Robin Sharma, leadership speaker and author of The Monk Who Sold His Ferrari said, “The best leaders lift people up”. Some years ago Gail Kelly was the guest speaker at my daughter’s Speech Night. She strode gracefully into the Sydney Town Hall with the procession of teachers, memorable in a canary yellow suit even before she’d uttered a single word. She told the girls to learn to live with people. Mrs Kelly said ‘Find ways to lift people up ..

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Lessons for 2017: 7 key questions to ask yourself

Saturday, December 31, 2016 / 0 Comments

How do you know that what worked in 2016 will still work in 2017? Even though we know we should be innovative, creative and original, it's easy to get trapped in old habits. As you enter the new year, you may want to reflect on what strategies, systems, processes and habits won’t serve you well in 2017. Here are a few questions to prompt that thinking: What worked best in 2016? Why? What surprised, inspired or taught me something in 2016? What didn’t work, or is worki ..

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How CMO's can help CEO's seize the day in the era of digital disruption

Tuesday, August 02, 2016 / 0 Comments

76% of CEOs now believe they are a champion for the use of, and investment in, digital technology (, so getting intimately involved with digital strategy is becoming an integral part of a CEO’s job. Why? Because CEOs are under considerable competitive pressure to innovate and digitally transform their business. But in the world of law for example, while most Managing Partners recognize that disruption is the new normal, and indeed value innovati ..

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CRM is about people not technology

Thursday, June 23, 2016 / 0 Comments

CRM is a discipline, not (just) a technology. The people using the technology are as important to excellent client care –more important - than the CRM system itself. Sure CRM can improve customer experience, but the stated goals of CX often fall short if the culture doesn’t drive the business to support the human side of client relationship management. Cultivating a culture to ensure CRM works effectively asks your organisation to become truly client-centric, supported by a C ..

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Waving not drowning: Do you need a marketing coach?

Tuesday, June 21, 2016 / 1 Comments

The title of this article (the words taken from a poem by British poet Steve Smith "Not Waving but Drowning" and adapted by Australian music group Not Drowning, Waving), refers to a person in trouble, so intent on looking like normal they can’t admit they need help and actually put their hand up to ask for it. I meet people like that almost every week. People who are so busy in their day to day business, that they have no time to spend on their business. They tell me they don&rsquo ..

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Is failure the new black? Let's put the spotlight back on success

Tuesday, May 17, 2016 / 0 Comments

Is it just me, or is the trend for embracing failure everywhere? About a year ago I read an article that said that in the US, talking about failure was becoming a cottage industry, which made me smile, but now I think it’s happening here and I’m not laughing anymore. Failure is the new black, and I think we need to start talking about success again. Encouraging innovation is critical, and fear of failure shouldn’t stop us trying, but do we really need so much of t ..

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11 tips for improving strategy execution

Friday, March 18, 2016 / 0 Comments

Tips for executing more of your strategic plan We all know that good strategy alone isn’t enough. That it doesn’t always equate with good performance. Good communication and a culture that encourages strategy execution are also necessary for success. Statistics by Harvard, McKinsey and others cite between 60 - 90% of corporate strategy failing. Translating good strategy into results is hard work, and execution is even harder. And while you need a good strategy to get goo ..

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Taking charge of your CX ecosystem

Thursday, February 04, 2016 / 0 Comments

Today, there seems little doubt that positive client experiences drive competitive advantage. Harvard research has found that organizations which focus on client experience reap enormous rewards: enhanced client satisfaction, reduced churn, increased revenue and greater employee satisfaction. What’s not to like? So maybe it’s time to focus more on your client experience strategy? But how do you create the more compelling experiences needed to differentiate your organisa ..

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