Customer Manifesto:: “how it be bruv!”


The tables have turned but the fact that so little has changed is OUR OWN FAULT.

Why would the Corporate world, that has so effectively exploited its power for so long, willingly give up that position?

If the new business models of the Digital Age are the one’s responding to customer needs and demands for demonstrable value – through greater transparency – we should not allow inertia or fear of change to hold us back from the sustainable benefits of loyalty built upon the ability to TRUST.

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The “problems” aren’t new but the tools that enable group communication and collaboration are. I was born in a decade when most televisions were black & white and, within the last 25 years a computer, phone, camera, television, games console were separate items and certainly didn’t fit on a single hand-held device!!!  

SO WHY are we wasting what we have engaging in “LOL or OMG at silly videos” and swapping meaningless nonsense about celebrity culture, when there is so much wrong with a world that we take for granted…

rise_like_lions_445 There is a massive job that requires many hands and minds working together, with one purpose, for the common good. Toward a more equitable, sustainable, future for communities in crisis and the generations that follow.

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Digital Business in 2013:: it’s how things ARE on the inside that matters


Trust me, because I speak from personal experience, it is a hard (frustrating, lonely and costly) path you tread when advocating fundamental change for an industry such as insurance!

Social Business is the real deal, NOT a flash-in-the-pan.

Of course there any number of firms ready and willing to tell the insurance industry about the merits of their particular social media (Social Business) solutions…there is even a forthcoming event, “Digital Insurance Strategies 2013”…BUT, very few have sufficient knowledge about the number and nature of the industry’s root and branch problems. I fear there isn’t much scope for help from within an industry: in denial of the failings of the prevailing model and culture; structured for selling – push not pull; hampered by a prediction addiction; too closely-coupled to its supply chain to adapt to a changed environment; devoid of truly innovative [creative destruction] ideas – a long and inglorious record of self-serving destructive creation is no substitute and has the opposite of the desired effect, which leads to; the inability to afford the requisite level of transparency required to (re)build customer trust and loyalty.

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For a digital strategy to be effective and sustainable in the Digital Age requires i2o [inside to out] change…otherwise it could be a, short-lived and very expensive exercise in turd-polishing!!! Read more of this post

Unintended consequences:: who’s kidding who?


A parable from the 19th Century that the insurance industry would do well to remember as it (directly and indirectly) presides over a ‘system’ whose man-made complexity – created to strip value from its customers/suppliers in order to sustain its own, spiralling and unregulated, greed – is the biggest single threat to its survival own.

PLEASE follow the links (below) in relation to opportunity costs and …unintended consequences for further explanation. Both are economically significant, yet, apparently, too readily overlooked by acolytes of Irresponsible Capitalism. Yet another entry for the bulging category of inconvenient truths to be swept under the proverbial Corporate carpet!

Opportunity costs: refers to efficient use of resources (does the term ‘peak oil’ mean anything to you!?)

“Anyone who believes in indefinite growth on a physically finite planet is either mad, or an economist.”

-David Attenborough

Law of unintended consequences: is particularly relevant to those of us with an ‘interest’ in complex systems, risk, complexity and resilience. For, although recognised in the days of Adam Smith and the Scottish Enlightenment, it is too readily overlooked. Now that’s bad enough BUT, when you recognise what we now know about dynamic, non-linear, business [digital] systems, IT IS CRIMINAL! As is the ongoing practise of teaching economic theory that is known to be flawed!!!

…the consequences of policies will depend critically on the nature of the interdependences

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Floods:: will the insurance industry redeem or condemn itself?


When it comes to preparing for, coping with or recovering from, flooding it is highly recommended that property owners AND insurers listen to experts, such as our very own, Jeff Charlton …rather than to organisations peopled by …

individuals whose self-interest consistently supersedes the interests of their colleagues – clients – congregations – students – customers – members – citizens and IS the biggest threat to their own interests as well as our shared future!

Do so and, whether insurer or insured, you may be well on your way to coping with or avoiding nasty issues that impact both wealth and health.

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Scottie McClue still at the sharp-end!


Talk radio legend and genuine good guy, Scottie McClue proves that is at the very cutting edge of marketing in the Digital Age. Scottie has most recently been sponsored by Scotland’s newest and most dynamic reinstatement company, Complete Reinstatement Ltd

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