Blog

Great customer service is like great cooking – you know it when you experience it.  I experienced it this week from my favourite supplier of white goo...

My wonderful colleague #vickyhampson has been writing about customer focus and talking about her experiences of customer service. That prompted me to ...

Unhappy shopping and service experiences - one of those things, or a thing that can be fixed? 

We are all pragmatic realists here at Defy Expectation...

Every time an exciting new technology appears the world seems to divide into two camps:

1. It’s going to destroy us all/take away our jobs/ ruin famil
...

Some say that leaders are born, not made.  Most of the evidence says that leadership is a learned skill.  Anyone can be a leader, but certain types of...

Transformation is a very popular word at the moment.  Every company seems to be transforming.  We transform ourselves, our environment, our homes, our...

We have six core skills that we, at Defy Expectations, believe are fundamental to success today. 

Transformational leadership is probably the one th...

 There’s an article in last week’s Financial Times about Philip Morris which prompts some interesting questions https://on.ft.com/3IO3d2j.  The Philip...

• When I got my first management job in my mid 20s, the oldest member of my new all-male team went to the leader who had appointed me and said, “what
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The canary in the coalmine

I once worked in a company where, because of some lucky M&A activity, some of the workforce were either moderately or very w...

It's been interesting watching the Nadim Zahawi saga unfold and reflecting on the reasons behind it and why it matters. You can think about all the re...

Though hedgehogs are one of my favourite animals, instead it is about the hedgehog-like characteristics that we all have and that are unhelpful for us...