Companies have a tendency to look inwards during recession. You've got a million efficiency efforts going on, largely cost-driven. I think it's the worst mistake companies can make.
What I'm doing is trying to, number one, lead by example. I spend a lot of time out with all of our customers because fundamentally I find their businesses really interesting.
I don't kid myself to believe that I'm doing proper customer research.
Businesses come alive for me when I'm out with the customers, when I see how they interact with products and services we provide, and when I am with the frontline staffs all around the world within Thomson Reuters.
What I am trying to do internally is to streamline as much as possible all of the worthy internal projects that are there. I'm constantly asking the question, if there is a meeting and people are sending out a fifty-page slide pack, why not a ten page, why do you need it at all? If there is pre-reading and there are three articles that would be brilliant for some offsite, how about just one? The knock-on effect in the big company of de-layering, and having everybody ask the question, "Can I make this simple as possible, but no simpler," to steal a favorite Einstein line, I think that's especially powerful when you're going through a difficult period and your customers really need you and need your help.