Congratulations to Rita Clifton CBE

We are delighted that Rita Clifton CBE has been appointed the Deputy Chair of John Lewis Partnership. It’s a perfect match. Rita is a great believer in purpose-led, values-driven brands which empower their people to deliver great customer experiences. And John Lewis is one of the great values-driven businesses. Its unique structure – a form of corporate democracy – has been essential to its enduring success.

Earlier this year, Rita was a guest on our Extra Shot Live to discuss her new book Love Your Imposter. She articulated with conviction and warmth her belief in the central importance of making business more ‘human’.

It’s a belief we share. In the words of the late Herb Kelleher ‘The Business of Business is People’.

It’s a message that seems even more important at this time of this year. Partly because it’s Christmas, a time when we think of others. But largely because as the pandemic continues to bring misery and mayhem to many millions around the world, we all are more conscious of our common humanity. 

As the ghost of Marley cried to Scrooge, “Mankind was my business, the common welfare was my business”. We hope you enjoy the short video. Have a wonderful Christmas and here’s to 2021 being a much, much happier year. A brand new year in every possible positive way.

Andy Milligan, Founder, Caffeine

  • Customer Experience ·

Getting the measurement right

As customer experience consultants it is great to see leading companies, SMEs and start-ups making CX a non-negotiable foundation of their business operations. The next-step however, isn’t often thought-through – measurement. If you, as a brand leadership team, haven’t yet created a way to measure the impact of your customer experience initiative, ensuring that the outcome is positive and that the experience can be sustained… then it’s time to clear your diary.
Read More »
  • Leadership ·

Do you deserve to be followed?

“Why should anyone be led by you?” was the chilling headline of a McKinsey award-winning Harvard Business Review article (subsequently becoming a book) in 2000. Fast forward two decades and perhaps that headline should now be, “Why should anyone keep being led by you?”
Read More »
  • Brands ·

Being The Brand

When the strain upon the operations of a company is too much for the system itself, what hope is there for a brand to inspire or maintain customer loyalty? The last line of defence for the brand, when the systems fail, is the relationship between the staff and the customer. When ‘push comes to shove’ your people are your brand.
Read More »

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