Just finished sitting through an amazing presentation by Chris Moss. He has had an amazing career working at Virgin with Richard Branson, Orange, 118 118 and quite a few others. Anyway he was @ Oxford giving a presentation to the High Performance, Peak Strategy, blah blah blah course…but despite the hyperbole he was really worth it. A lot of what he said makes intuitive sense, yet we still see many organizations just plodding along, following the “script” (in Chris’ words). 

He described himself and his role as an intrapreneur as a CEO’s best worst nightmare. 

My favorite takeaway was….

LOVE your customers! And not just in some “we love our customers” motto on your website, create interactions and symbolic gestures that really demonstrate how much you value them. He said that at Virgin if a first-class passenger was bumped from another airline flight to them, when they arrived at their destination they would have a limo waiting for them along with a bottle of champagne…if they asked what the champagne was for, they said “that’s what we do for all of important customers.”