» Make small changes and embrace experimentation

» People may have a sincere commitment to change, while also unwittingly applying productive energy toward a hidden competing commitment.

» Extreme situations can build extreme understanding and can also push people apart

» Does our current worldview limit the way we think about organisations?

How much would you invest to prevent a mass customer exodus? Everything Everywhere, the merged T-Mobile / Orange behemoth, was happy to spend £150 per customer to shore up its customer base following the post-merger restructuring.

What did it gain? A reduction in monthly churn from 1.7% to 1.3%, significant given their customers number well into the millions, plus an additional 300,000 customers locked into long-term contracts in place of short-term pre-pay contracts.