
I am an experimenter and facilitator. I runs the consultancy firm What Goes Around,which uses conversational and collaborative techniques to help companies make work more socialso that in turn, they can sell better and deliver better service. I write the HR blog Stop Doing Dumb Things to Customers, and I also write here for HRZone and other publications. Prior to setting up What Goes Around, I spent 12 years at BT, excelling in sales before setting upthe CSR and sustainability team for the Wholesale division and helping BT top the Dow Jones Sustainability Index. I then moved to BT Global Services to lead on change management andemployee engagement. You can contact me on Twitter @dougshaw1 and on 07736 518066 and via my website.







