The Streetlight Effect in Energy: Why Fragmented ROI Keeps You Vulnerable

That was exhilarating. What happens when a diagnostician turns the Organisational CT Scan upon their own family home? Waiting twelve months to absolutely find out whether you were right, or if you simply threw away the family fortune.

I recently analysed our 1907-built house as a living system. The objective was to eradicate tangible geopolitical risks, mitigate financial friction, and engineer a profoundly more resilient and welcoming environment.

A year ago, we deployed considerable capital into a tripartite energy matrix: a 20 kWh home battery, a 25-panel solar array, and a 100% electric heat pump. Crucially, we executed this all at once, not piecemeal.

We knew solar arrays worked. We knew batteries sounded excellent in theory, and the incredible claims of generating three times the energy for every 1 kWh supplied to an air-source heat pump sounded too good to be true. Yet, few had dared to experiment with whether this would function within a house built over 120 years ago. We had no cavity walls, minimal insulation, and merely older double-glazing retrofitted into original hardwood frames. Conventional wisdom pointed to an inevitable investment failure. If one were to simply read the mainstream media, one would run a mile from such a seemingly mad upfront expenditure.

However, as I reviewed hundreds of papers and articles, an outline began to form—a wireframe of something vastly more valuable. The catalyst for this thinking was our experience living with an electric vehicle (EV).

Our EV had proven significantly more reliable, dependable, and comfortable than any traditional internal combustion engine (ICE) vehicle we had leased over the past three decades. But there was one specific variable that made the difference: the flawless, end-to-end integration between hardware and software. This orchestration mitigated the risk of mechanical or operational failure. If an anomaly appeared, an autonomous software update was deployed. These software-driven EVs actually improved with time—an impossibility with traditional ICE cars.

This prior due diligence served as the intellectual foundation for our home. I hypothesised that if three independent hardware systems could be orchestrated by a single software ecosystem to operate as 'ONE', the mathematics would ultimately validate the investment for our 120-year-old house.

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My peers called me crazy. They warned that the investment would never yield a return and that the heat pump would leave us freezing in a poorly insulated, century-old house. Their reaction is entirely understandable. In fact, it reflects a principle I see in boardrooms daily: we are actively trained to evaluate operations using 'old rulers'—metrics that practically guarantee we will talk ourselves out of progress.

The Illusion of Fragmented Metrics

If you measure the future with tools designed for the past, my peers were entirely correct. Viewed as disconnected line items under the 'streetlight effect'—the cognitive trap of only seeking value where it is easiest to observe—the returns are abysmal.

Let us be mathematically precise about what this capital allocation truly represents. In corporate finance terms, we are discussing a strict CapEx (Capital Expenditure) deployed from retained earnings. For this use case, when a family contemplates an investment of approximately €30,000, they are deploying net, post-tax income—their highly protected Free Cash Flow (FCF). To accumulate €30,000 in liquid 'dry powder', a household must typically generate closer to €60,000 in top-line gross earnings. The tax authorities claim their share long before a single solar panel is procured, representing a brutal EBITDA-to-FCF conversion drag.

Therefore, a capital deployment decision is never merely about the cash at hand; it must clear a steep hurdle rate, weighed against the sheer, arduous operational effort required to generate that capital in the first place. A family can only allocate the €30,000 net, yet they had to double their top-line output just to secure it. When measured against this unforgiving reality of gross earning effort, the fragmented Return on Invested Capital (ROIC) looked like this:

• Battery: 14.2-year payback.

• Solar: 13.4-year payback.

• Heat pump: 25.4-year payback.

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This is exactly how organisations evaluate their operations. They scrutinise siloed business units, fixate upon the friction of the initial CapEx, and conclude that the investment is structurally unviable. They perceive a 'broken O' and fixate upon the Relative, entirely missing the Absolute.

Examining the Interconnected Network

Diagnosticians do not look at isolated parts; we examine interconnected networks. Connecting this hardware transformed our household from a passive consumer into an 'invisible' micro-utility capable of stabilising the energy grid.

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This transformation requires a provider (in our case, Zonneplan) that understands the critical interplay between hardware, software and the dynamic wholesale prices in real time to orchestrate 'invisible' value. Finding ‘that’ rare provider is the key. When you view the system holistically, through that new lens, the 'Shadow Data' models a profoundly different, Absolute reality.

After a full twelve months, the verified numbers are in:

• We consumed 30.76% more electricity.

• We burnt zero gas (this held the biggest risk).

• Total utility energy expenditure dropped by >78%.

The True ROI: From Cost Recovery to Compounding Yield

The actual systemic payback for the entire matrix?

• Approximately 6.8 years (net)

But the break-even point is merely the first chapter of this financial narrative. Where the 'old rulers' fail most spectacularly is in their inability to measure what happens on day one of year seven.

Once that 6.8-year threshold is crossed, the initial CapEx is entirely recouped. From that moment forward, the matrix transitions from a liability in recovery to an unencumbered asset generating pure, compounding Free Cash Flow.

Consider the operational lifecycle of the underlying hardware. The solar array carries a robust 25-year performance guarantee, and the home battery is warranted for 15 years. The heat pump—often misunderstood by the market as a fragile novelty—is structurally more reliable than a legacy combustible gas boiler. With routine servicing, it runs approximately 33% cheaper to own and maintain over its lifespan, permanently suppressing our baseline operational expenditure (OpEx).

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For the subsequent decade—and in the case of the solar array, nearly two decades—this interconnected system will operate as a high-margin annuity, delivering unchecked yield long after the initial capital has been returned. That is the authentic Total Cost of Ownership (TCO) and true ROI calculation that fragmented, silo-based accounting consistently obscures. We did not merely buy hardware; we acquired a long-term cash-generating asset.

And what of the physical reality of living inside this matrix? This compounding financial value held true despite a significantly colder, snowier start to the 2025/2026 winter. As for my peers' warnings that we would be left freezing? Far from it. We actually raised our baseline thermostat by over 10%. As my wife Victoria recently noted, our consignment of extra-thick jumpers and Snoodies™ has officially become obsolete.

The Sovereignty Dividend: Measuring Emotional Freedom

Financial mathematics, however, serves merely as validation. The true value is immeasurable by spreadsheets.

Today, in March 2026, global crises are wreaking havoc upon our energy markets (again). The 'invisible thread' connecting international conflict to every family's energy bill is ruthless and direct. It is precisely this thread I sought to sever four years earlier. Following the discarded breadcrumbs revealed the hidden Absolutes that fixing the Relative in isolation never could.

After our first full year operating this system, we hold the evidence. We have insulated our family castle from the contagion of global instability. Such sovereignty is worth ten times the initial investment. That emotional freedom, for us, is priceless. And just like how an autonomous software update actually improves an EV over time—our 1907 house can only appreciate in systemic efficiency from the homeostatic baseline we have now established. That is the ultimate operational leverage.

The Weight of Absolute Truth

A peer recently remarked to me that being a diagnostician is a fascinating path, but one that requires absolute honesty. He is right. People rarely enjoy having their 'broken O' pointed out, but the pursuit of systemic truth is entirely worth it.

I am sharing this deeply personal financial and operational data for a single reason: transparency. I place absolute accountability squarely at my feet. If my maths is flawed, I inflict a severe capital 'misallocation' upon my own family. That carries the full weight of responsibility.

But absolute truth transforms understanding. The invisible remains so only until measured. Whether I am decoupling my family home or exposing a €4.92 billion gap in Enterprise Value at Vinted, the lesson remains identical.

The 'old rulers' will keep you dependent and vulnerable. The new rulers are on the table. Let’s see who is ready to use them.

The Diagnostician's Blueprint

For executives, operating partners, and value creation teams wanting to de-risk their portfolios and reverse-engineer the exact mechanics of how to begin measuring these 'invisible' new paths, the foundational framework—the Organisational CT Scan—is detailed in my book, Who Moved My Customers?

To buy a copy for your own library choose Amazon or Signed Copy by the Author.

How to see an “invisible” something that does not exist

Consider the “Ø” in SØRENSEN.

From a physical perspective, it is merely a broken circle; a gap; a purposeful creative “mistake”. (My gratitude to the genius creative duo, ROGUE Bros., who understood my vision and crafted a masterpiece: elegant, simple, and incredibly effective.)

Yet your brain—wired for Gestalt Closure, a mechanism playing a crucial role in visual perception—refuses to perceive the gap. Instead, it instinctively projects a diagonal stroke through the white space. It completes the pattern. It transforms a broken “O” into a perfect Ø, fundamentally altering what you see.

I did not draw that line. You did.

Here is the remarkable part: now that you have seen the Ø, you can never “unsee” it. You can no longer look at this image and perceive a broken circle. You see only the complete reality.

This is the core of my work.

My philosophy is simple:

“To see the invisible, we simply need new rulers.”

Most organisations gaze at their problems—their broken circles—and see only gaps, lost revenue, or operational friction. They see a “broken O”. They fixate on the Relative, simply because they cannot yet see the Absolute.

I work with the willing: the leaders who aspire to understand, and who possess the courage to look closer. To see reality.

When we apply the right “new ruler”—whether it is an Organisational CT Scan or the Alpha Key™—we do not create new things out of thin air. We simply illuminate the path that allows you to see the value that was already there, hidden in the white space. We illuminate your “Invisible Gorillas”.

• At Vinted, that “invisible line” is a €4.92 billion bridge to a new valuation.

• At HUGO BOSS, it was the €1.75 billion “invisible females”.

• At Your Organisation, it is the difference between a decline (Russell & Bromley) and a legacy.

Once that line is drawn, the invisible becomes absolute reality. And you will never be able to unsee your organisation’s true potential again.

I drop a pebble into an ocean, and we observe the ripples. That, even after a decade, is still exhilarating to me.

Are you willing to step beyond the “I don’t believe it” and see what others miss?

The invisible is only invisible until you choose to measure it.

Vinted sits on €4.92bn. Hugo Boss found €1.75bn. What is currently hiding in your white space?

Initiate Diagnostic Briefing

54 Years to See: How My Life’s Journey Unlocked Billions in Unseen Value

It took me 54 years to truly find and define myself. Turns out, I’m a Strategic Bloodhound. Or, in more sophisticated terms, an organisational quant strategist with an uncanny ability to spot hidden opportunities that drive extraordinary results and billion-dollar growth. It’s like having X-ray vision (Organisational CT Scan) for perpetually flowing, unseen revenue streams, constantly hiding in plain sight.

With all its twists and turns, my life has uniquely honed these Strategic Bloodhound instincts. I can sniff out a billion-dollar opportunity in a crowded marketplace faster than you can say “Hermès saddle-stitched Birkin bag” or “Japanese Acetate”.

And what a life it’s been! Orphaned at 15, I decided to skip university and forge my own path after finishing my education at 18. My father wanted me to become a doctor, but after his passing, I realised my heart wasn’t in it. Instead, I followed my free spirit and passions, starting a luxury bespoke custom bathroom and fireplace design studio with my neighbour. It was a bold move for a teenager, teaching me the value of independence, resilience, and trusting my instincts—qualities that still serve me profoundly today.

My initial instinct was always simply to help, to bring a sense of freedom and joy to people without complications. This inherent drive to help has, quite literally, saved three people from death. From staging a break-in to find a friend unconscious for days, to Heimlich-ing a complete stranger back to life in a crowded restaurant, to more recently guiding someone to put their Type-2 diabetes into remission—removing a medical register listing and preventing an inevitable leg amputation (perhaps my father was right after all, I should have become a doctor!). And when a friend needed care facing stage five Parkinson’s and Dementia with no one else to help, I stepped up without hesitation, unraveling 70+ years of secrecy and saving their estate from bankruptcy.

It seems I have a knack for attracting distress and finding untapped potential, whether in a person’s life or an organisation’s profitable growth.

This deep empathy and intuition are foundational to my methodology. It’s a mix of deep customer and emotional insights (I can practically read minds), first-principles thinking (I question everything!), and a relentless pursuit of excellence (I’m a bit of a perfectionist, but don’t tell anyone!). I challenge conventional wisdom because, frankly, sometimes conventional wisdom, despite flawless research, is simply wrong and can be subtly and naively destructive. My life journey has instilled in me hard lessons and the principles to bring fresh, crystal-clear, unseen perspectives. My policy is to help every distressed person or organisation if they are willing to see their new unseens. I believe in always seeking the truth, no matter where it leads. I treasure my moral values and ethics. And because of it, I sleep incredibly well at night. Biohacking has helped me here as well.

Here’s the fascinating part: I used to think I was just working for one organisation at a time. It turns out I’m serving a whole hidden ecosystem of companies, private equity firms, investors, and even the occasional eccentric billionaire—each with slightly different, often unshared, political agendas. And because I don’t have a product to push or a service to sell, my success is entirely dependent on theirs. Yes, of course, that’s scary when there is so much to gain and lose and a lot of misdirection. But that’s not a reason not to try. It’s a beautiful symbiotic relationship, really. Like a bee and a flower, except with many more zeroes involved, when I help teach them to illuminate their own Opaque Black Boxwhere value is hiding in plain sight.

Looking back on five decades, what have I learned? Three people who get to continue to share their love, life, and presence with family and friends—hopefully for many more years than otherwise possible. Me? I’m healthier and blessed with a beautiful family and fantastic close friends. My clients? They have a legacy track record of generating over €3.5 billion in hidden recurring revenue annually, totalling over €30 billion in value created for them since 2015. All from their unseen.

For example, a global footwear organisation successfully unlocked over €1.5 billion annually using my diagnostic of a single-word change on a sneaker label. (Talk about a high-impact word! Shame it wasn’t Scrabble™!)

In conclusion, I’m incredibly grateful for what I managed to achieve as an orphan without parental guidance. But this has never been about me! It’s always been about helping others discover their and their organisation’s hidden potential, breaking free from the narrow-focused limited Streetlight Effect, and achieving extraordinary (personal) growth. Your investors and shareholders will thank you for it.

THE FIVE STAGES OF BRAND GRIEF: Why Vans Left Me Barefoot (and What It Means for Your Brand)

I wanted to give Vans my money, but they wouldn’t let me.

As someone whose instincts and policy have been to help every organisation unlock its hidden billions and thrive, I’m acutely aware of the forces that connect and disconnect brands from their customers and alter the emotional connection one has to a particular brand.

A few weeks ago, while packing light for a London trip with only a pair of Converse Chuck 70s, I ended up with blisters after walking over 30 miles (50 km) along the River Thames. Mental note to self: Vans Old Skool low tops (suede/canvas) are more comfortable for long walks than Converse Chuck 70s. At that moment, I had a single desire: I wanted desperately to buy a new pair of Vans canvas. Staying in Central London, I was confident I could easily find a Vans store, so I set out to make a purchase. The Vans website listed four stores. I embarked on an unintentional odyssey, visiting three locations and finding no directly operated stores. Zero. Nada. This was disappointing in so many different ways.

The flagship store on Oxford Street was closed for renovations (unannounced on their website), another was mysteriously absent from Neal Street, and the third was nowhere to be found within Westfield Shopping Centre. I even searched the big touch screens present to guide you to your brand. “No Results.” was all the display informed me.

This frustrating and now personal inconvenience was more than just a bad customer experience; it was a stark, tangible reminder of the invisible, powerful emotional forces that disconnect brands from their customers fast—It just happens to be a core specialism of mine.

It also sparked a realisation: this customer journey, marred by unmet expectations, mirrors the emotional stages of grief outlined by Dr. Elisabeth Kübler-Ross. And, as Rory Sutherland of Ogilvy UK often highlights, context matters powerfully.

Let’s explore the Five Stages of Brand Grief looking through the lens of Vans:

1. Denial: Brands, much like individuals, often enter denial about their problems. In Vans’ case, this might manifest as underestimating the impact that inaccurate website information and unannounced store closures have on customer’s emotional experience and Van’s revenue model. “It’s just a website glitch,” they might say, operating under the Streetlight Effect, blinded by inaccurate assumptions. When “Absolutely abysmal, I ordered hi-tops for my son over a week ago...after a week, I checked Vans website, and my order was still processing...” you know something more is going on. For a customer eager to purchase, it’s a significant, preventable obstacle, creating real pain. So, I did a quick breakdown analysis, and it shows a staggering 74% of Vans’ online customer reviews are 1-star, with an average rating of just 1.6 stars. To me, that was unsurprising and almost anticipated. To me, this points to a significant organisational customer disconnect and a brand in denial (context matters).

2. Anger: My own frustration with the situation and my mental mind-map of that odyssey reflect the anger customers may also feel when a brand fails to meet expectations. “They totally cheated me. Ordered shoes several weeks ago but have not received anything yet. Have emailed but received no answer.” This unnecessary and preventable customer anger, born from wasted time and unfulfilled desires, quantifiably leads to lost sales and damage to brand loyalty. As Sutherland might say, Vans is failing to understand the “why” behind my behaviour. Why was I frustrated? Because the context of my experience—inaccurate information, closed stores, wasted time—created a negative emotional response. The result is billions of dollars wiped from VF Corporation’s share price valuation.

3. Bargaining: At this stage, a brand might try to rationalise the issues, downplaying their significance or seeking quick fixes instead of addressing the root causes. “We’re working on it,” they might say, perhaps selling off corporate aircraft and aircraft hangars to please shareholders. “After being told to take them to a store for exchange and a 50-mile round trip, the store refused and diverted me back to customer services. After going around in circles with their customer service, I gave up. £65 wasted.” This outcome may appear to please shareholders in the short term, but it’s just misdirection. Bargaining with themselves, hoping to avoid the real work of transformation. The organisation is failing to ask the fundamental why this happened.

4. Depression: This stage represents the realisation of missed opportunities and the potential consequences of inaction. “Will never purchase from them again. 3 months later I still didn’t receive my order, only thing I received was ignorance from this company.” It’s a critical point where brands must acknowledge the need for change and seek genuine solutions or risk falling further behind. This is where a brand’s plan might not be a truestrategy but rather “solving problems with plasters for wounds that do not exist,” as Roger Martin might observe.

5. Acceptance: Finally, acceptance involves embracing the need for true transformation and committing to a new (untrodden) path, even if it challenges existing playbooks and ventures deep into the dark unknown. It’s not accepting the first answer, such as blaming “Yodel delivery.” This is where true growth and revitalisation occur. As someone with decades of experience in investigating customer disconnects, I’ve helped organisations illuminate their unseen revenue streams and successfully taught them to unlock billions.

My proprietary Organisation CT Scan, combines quantitative analysis, behavioural science, and a deep understanding of customer psychology to illuminate the untrodden pathways to extraordinary growth. It’s unthinkable to turn back once you truly see the unseen.

This is the area where brands can truly “behavioralize” their approach, as Sutherland suggests, by understanding and monetising their customers’ psychological and emotional drivers.

My experience with the Vans brand highlights a critical need for VF Corporation to move through and beyond these stages of grief to unlock its unseen, hidden internal revenue destruction.

My background, investigative drive and ethics revolve around teaching organisations like VF Corporation to be unpretentious and examine their portfolio’s naked truth. Taking that first step can be difficult; I know, I’ve been there myself. But remember, every journey begins with a single question. Your comfort is knowing I’ll share what I’ve learned and help you and your portfolio brands quickly unlock their unseen potential.

The new pathway plotted beats any strategy plan or plane. My humble offer is simple: I will help VF and Vans find, locate and reveal the keys to your missed revenue. I’ve publicly shared two lost keys. One with a US$0.10 solution and the other with a US$0.00 solution. Each key holds billions in locked revenue for Vans. The Organisational CT Scant may enable you to also see Vans’ invisible revenue, drive customer experiences, and, in the process, transform your broader portfolio of brands faster and much more efficiently.

The only question that remains is, how much growth do you desire VF Corp.?

THE NAKED TRUTH: Advising Clients Ethically in the Pursuit of Unseen Value

“YOU’RE ALMOST STANDING NAKED IN FRONT OF THEM METAPHORICALLY AND TRYING TO GET THEM TO THINK DIFFERENTLY.”

— David C. Baker Author and Founder of Punctuation

This powerful quote perfectly captures the vulnerability inherent in my work. As someone whose instincts and policy have been to help every organisation unlock their hidden billions and thrive, I’m acutely aware of the forces that emotionally connect and disconnect brands from their customers and critically alter the emotional connection one has to a particular brand. My ethical compass, honed through a life-changing journey and over a decade of helping clients to see, illuminate, and transform their organisations, teaches me that bringing light to an organisation’s unseen is often met with strong internal resistance. Clients, comfortable within the confines of their Streetlight Effect biases, can find the new pathways and perspectives unsettling.

Ethical advising, therefore, is not merely about expertise; it’s about the unwavering pursuit of truth. As David C. Baker also emphasises:

“YOUR OUTLOOK SHOULD ALWAYS BE, ‘HEY, LISTEN, IN THIS ENGAGEMENT, LET’S ALWAYS LOOK FOR THE TRUTH, WHEREVER IT COMES FROM.’”

I encourage my clients to challenge my perspectives. For me, it’s never been about winning the conversation. I accept my views are non-conformist. Sometimes, they may even seem unbelievable, especially when sharing the scan of their Opaque Black Box of unseen inefficiencies. But that is precisely how we find better solutions to the unseen challenges together. Our shared goal should always be to deliver flawless customer excellence; when organisations fall short, they erode trust. And that, I feel. It can be measured and is quantifiable.

Let’s share a real-world case story example of a quantifiably validated strategy beating years of conventional planning: It’s about rekindling growth from the ashes. I had the privilege of reigniting a stagnant category of a couple of hundred million to over one billion annually by identifying the missing customer emotional keys that had prevented this growth. After a decade of trying, following an Organisational CT Scan and with only minor changes stemming from the deep dive diagnostic, the organisation could finally unlock and drive significant value. In the process, it improved revenue and loyalty, refining brand elegance, reducing customer support and returns, and increasing traffic across all retail channels. The internal resistance? It touched and illuminated the many interconnected livelihoods that relied on their norms, highlighting the importance of open communication and courage when seeking the truth.

Even a decade in, my journey continues to teach me the importance of empathy, especially when clients struggle to see their organisation’s hidden, locked potential—something I see quantifiably. As David C. Baker wisely states: “Be empathetic about the courage they will require to make these changes... You’re giving them the courage to act on it and maybe some support and some clarity.” Seeing new insights awaken in clients who initially resisted new perspectives is exhilarating. That is the reward I strive for.

Ethical advising moves beyond providing expert consultation; it’s about encouraging clients to look with humility, make new, educated decisions, and take what may feel like courageous actions. It’s exhilarating when these two twines—truth and courage—meet.

It’s how brands truly achieve the “naked truth” of their potential.

MY LIFE-CHANGING JOURNEY: See, Illuminate, and Transform Your Organisation’s Unseen Value

“The important thing is not to stop questioning. Curiosity has its own reason for existence.”

— Albert Einstein

These words have been my guide for over four decades. Living with Type-1 diabetes taught me a critical, life-changing lesson: question conventional wisdom and advice. This pursuit of a deeper truth brought new, incredibly clear wisdom, allowing me to see every one of life’s many challenges with fresh perspectives and new eyes. Ten years ago, stepping outside of my own Streetlight Effect, I took control of my path against all odds; I took my life into my own hands.

Today, a decade later, that decision has quite literally saved my life and statistically added 20± years to my life expectancy. This eye-opening journey taught me the transformative power of challenging the accepted, believed and followed assumptions. I stepped beyond the illusion that was cast by my Streetlight and embraced the unknown. Today, it’s a life lesson I hold dear and apply every day when helping people and organisations to see and unlock their full unseen potential.

The profound contentment I feel when everything lines up—when the invisible becomes visible, and understanding becomes action—is a powerful motivator for me. As the Strategic Bloodhound, my path evolved in uncovering the magical gems that secretly hide within.

For all organisations, it’s their transformational billion-dollar opportunities others overlook and miss, often due to the Streetlight Effect limiting their view. I’m not confined by the light emitted by any streetlight; I brighten the unseen pathways that exist outside of the light cast, breaking the confines and illuminating organisations’ Opaque Black Boxes and their path to extraordinary growth.

My proprietary, proven Organisational CT Scan, born from my life journey, allows me to quickly see beyond the obvious and illuminate untapped potential. I meticulously analyse an organisation’s customers’ emotional disconnect and apply first-principles thinking to reveal the simple yet powerful strategies, previously invisible, that deliver extraordinary results. This is the Organisational CT Scan in action, driven by a relentless pursuit of excellence.

Taking that first step into the unseen can be difficult; I know, I’ve been there myself. But remember, every journey begins with a single curiosity. Your comfort is knowing I’ll share what I’ve learned and help you and your organisation quickly unlock your unseen potential.

Once you see the unseen, you cannot escape the results: I’ve taught organisations to successfully unlock billions of unseen client results multiple times. This is both my power and your gift: It is not possible to not see your organisation’s hidden value. This awakening has consistently translated into Unseen Value & Growth.

If you’re also ready to embark on a journey of transformation, let’s talk.

THE ART OF SEEING WHAT ISN’T THERE: Questioning the Box, Unlocking the Unseen

Conventional wisdom tells us to “think outside the box.” But what if the box doesn’t exist? What if the boundaries we perceive are merely constructs of our own making, limiting our vision to the confines of a self-imposed Streetlight Effect?

In my experience, the most innovative strategies are born from a willingness and curiosity to question existing assumptions, challenge the status quo, and embrace the unknown. It’s about seeing the world not as it portrays itself but as it truly is—a profound shift in perspective that moves beyond the obvious.

This requires a willingness and curiosity to look beyond the immediate glare of easily visible metrics and explore uncharted territories. It means immersing yourself in the customer’s hidden emotional world, understanding their unarticulated needs (the subtle but powerful emotional insights often missed), and revealing the hidden opportunities disguised as problems—the very contents of any organisation’s Opaque Black Box. That is the mindset of a Strategic Bloodhound, relentlessly sniffing out what’s truly there yet unseen or disguised.

It also means fostering a culture of experimentation and learning from failures. Not every idea will be a winner, but the exploration process itself, when guided by a truly diagnostic approach (akin to an Organisational CT Scan), can yield invaluable insights and spark unexpected breakthroughs. The discovery of Unseen Value & Growth thrives in this environment.

So, the next time you face a challenge, don’t just think outside the box. Question the very existence of the box. Embrace the ambiguity, explore the unknown, the unseen and unleash the power of your imagination. The real magic and the greatest value happen when you see what isn’t overtly there.

BUSINESS BATTLE ROYALE: Ditch the Dusty Playbook, Unearth Unseen Riches!

The business world has been a colosseum for over 10,000 years, a relentless battle royale of trading, buying, and selling since the very first barters. Scholars and "playbookers" have circled each other for millennia, each with their fancy battle plans, all striving for one-upmanship. It's a game of "mine's better than yours," right?

Here's the rub: almost everyone's still following the same dusty scrolls. These tired tactics might earn you a participation trophy, an award, or a top-10 position in some "fabulous" publication. But where's the genuine excitement, the explosive growth you promised your investors? Remember Spencer Johnson’s book, Who Moved My Cheese? In business, the cheese never moved—you just stopped looking for it in the right places, blinded by the Streetlight Effect of conventional wisdom.

Every organization should be a profit powerhouse, a finely tuned and oiled machine, flawlessly dependable. But newsflash: they're not! So why? If the playbooks are constantly updated, why the struggle? Where's your true edge? Where's the growth you actually promised? Maybe it's hiding in plain sight, just beyond the glow of accepted metrics. Imagine a detective dusting for fingerprints in your business. What secrets would they find?

Enter the Strategic Bloodhound! This isn't your average management consultant with a 320-page word-salad, copy/paste PowerPoint presentation, eager to present their version of truth. The Strategic Bloodhound is a breed apart, skilled in chasing down each hunt with a fine-tuned nose for finding the riches others miss entirely. Standard playbooks are soaked with biases, shining a light that paradoxically blinds you from seeing the wood for the trees. Reports, research, "we-can-help" messages – it's all overwhelming, yet businesses look with optimism and hope to the very same places for growth and profitability, ignoring the Opaque Black Box of unseen potential. A skilled Bloodhound, however, sniffs out the hidden potential buried beyond the spreadsheets and reports. This persona embodies the initial mindset for the Organisational CT Scan.

Here's a real-world example: A private equity firm I worked with was considering an acquisition. The textbook analysis said, "Go for it." But my Bloodhound instincts and senses were tingling. I dug deeper, and wouldn't you know it, a buried treasure trove of missed possibilities emerged! Strategic partnerships? Check! Distribution channels begging for an upgrade? Absolutely! A direct line to untapped customers just waiting to be unleashed? Bingo! They were all waiting patiently to be found.

Here's the kicker: this "memetic approach" (a fancy way of saying I didn't just analyze; I plunged deep) revealed a TENFOLD increase in revenue. Boom! Invisible riches were suddenly crystal clear. It was almost like finding the mythical Iceberg of Ignorance; the real hidden value was unseen. This is the power of the Asset Efficiency Score (AES) in action.

But I didn't just point and say, "Hey, gold over here!" I shared the treasure map—a detailed, step-by-step plan to unlock this illuminated value. Think actionable strategies and precise timelines—the whole "how" and "when" laid out on a silver, or should that be a gold platter?

Imagine you holding that map, the key to dominating your market. That's the power of the Strategic Bloodhound with an Organisational CT Scan. We see the potential others don't, the untapped riches, and help you rewrite your own playbook. No alchemy here, folks. Just a relentless focus on uncovering the value hiding in plain sight. The know-how to make the treasure yours? That's included, too.

BURSTING THE CEO BUBBLE: Illuminating the Unseen Disconnect

Walter W. Bettinger II, the ex. Co-Chairman and CEO of The Charles Schwab Corporation, famously defined his “CEO Bubble” as taking two insidious forms:

1. “People telling you what they think you want to hear,” and

2. “People being fearful to tell you things they believe you don’t want to hear.”

I would add a third, equally dangerous form:

3. “CEOs being dishonest with themselves by self-denying a different truth to the one they want to believe.”

This “CEO Bubble” is a powerful manifestation of the Streetlight Effect. In this fundamental challenge, leadership’s perspective is inadvertently constrained by filtered information, fear, or self-deception. It’s an emotion-driven circumstance, and while emotions are unique and unpredictable, their consequences are very real. The scale of this problem is starkly highlighted by research (like Sidney Yoshida’s often-cited “Iceberg of Ignorance”), which suggests that only a tiny fraction of a company’s problems are known to senior management. This vast lack of insight is a profound risk, an Opaque Black Box of unknown unknowns that directly dictates the size and danger of the CEO Bubble.

The conundrum then becomes: How do you genuinely tackle this? As innovation expert Clayton Christensen observed, “Every answer has a question that retrieves it.” And as Elon Musk notes, “A lot of times, the question is harder than the answer.” The key, then, is not to force an answer but to retrieve the right question by understanding the problem from a fundamentally different point of view.

The answer lies in understanding the core truth:

“THE SIZE OF THE CEO BUBBLE IS DIRECTLY PROPORTIONAL TO THE emotional DISCONNECT DISTANCE BETWEEN AN ORGANISATION AND ITS CUSTOMERS. THESE SMALL, UNSEEN, UNCHECKED FACTORS SHAPE THAT BRAND.”

— Morten J. Sørensen

The further this organisational customer disconnect, the greater the instances of filtered information and self-denial. Over time, the CEO Bubble becomes untenable, leading to significant value erosion.

This fundamental insight became the core of how to solve the CEO Bubble challenge: by finding how to verifiably show and quantify the emotional disconnect between an organisation and its customers. This value is not immeasurable; it is profoundly quantifiable.

The SØRENSEN Framework is precisely designed to burst this CEO Bubble. Through its Organisational CT Scan, it assesses over 2.459.600 interconnected hidden human factors between an organisation and its customers. It delves deep into finding customers’ emotion-driven view of that organisation, pinpointing and quantifying its true unknown-unknowns. The core design of our diagnostic approach is to give owners and leaders an unbiased, verifiable view of their organisation’s performance, including its true strengths, weaknesses, opportunities, and threats.

Ultimately, The SØRENSEN Framework provides an unparalleled window into your, or even your competitors’ CEO Bubble—allowing you to see the critical truths that others do not and transforming hidden risks into clear paths for sustainable growth.

If You Don’t See It, Does It Exist? The Red Pill Moment of Insight

It’s a question that has consumed me for over a decade: How do you surface something that someone else may not yet see but you do? How do you bring that new perspective to a person or organisation whose belief is so strong that it denies itself seeing something that is physically or emotionally there, even with supporting evidence?

It is a formidable topic to tell someone that a different truth exists, one that most need help seeing. But it’s fascinating because I have lived through this “I don’t believe it” awakening moment. And I can only describe it as I’ve started to “see” for the first time. Exploring something new outside the established Opaque Black Box of convention is uncomfortable. It fills you with doubt, uncertainty, and fear. It intently challenges you and your organisation’s core beliefs, pushing you to learn a potentially unsettling or life-changing truth intentionally. That is hard to embrace. But once experienced, turning back is impossible, and you want to share your new wisdom with as many as possible.

I liken it to the iconic choice Morpheus gave Neo:

“YOU TAKE THE BLUE PILL... THE STORY ENDS, YOU WAKE UP IN YOUR BED AND BELIEVE WHATEVER YOU WANT TO BELIEVE. YOU TAKE THE RED PILL... YOU STAY IN WONDERLAND, AND I SHOW YOU HOW DEEP THE RABBIT HOLE GOES.”

— Morpheus.

Me? I took the metaphorical red pill. And leapt head-first to see how deep the rabbit hole went. My curiosity drove me to explore whether there was a deeper truth beneath the glossy, polished veneer of the compelling information shared as facts, even at the risk of compromising my reputation, health, and respect from those who knew me – all in the name of clarification and discovery. This pursuit, this awakening, profoundly impacted my life.

That new, scary, unfamiliar world I entered opened my eyes wide. It raised many more unanswered questions. It culminated in finding the root causes and the fundamental answers to why. The information I uncovered heightened my sensitivity to seeing a different, clearer, cleaner truth more rapidly as my expertise deepened. After surfacing the hidden over a decade of client engagements, verifying the results, and conducting in-depth investigatory research, I’m 100% confident when I state that I see what others don’t. And that is where I am today. I am exploring every available option for sharing the alchemy and mastery I have assembled so every organisation can truly thrive.

“BE A FREE THINKER AND DON’T ACCEPT EVERYTHING YOU HEAR AS TRUTH. BE CRITICAL AND EVALUATE WHAT YOU BELIEVE IN.”

— Aristotle.

My teaching: It is much easier not to evaluate what you understand as true today, as then there’s no need to question it. But taking that leap of faith and seeing the rigid paradox melt between seeing something and not seeing it is invigorating. It feels like alchemy. It reawakens all the senses. It brings new, sharp clarity to existing, complex, challenging problems. It frees an organisation to thrive, not by adhering to the norm but by bravely bringing light to the unseen pathways. It’s breaking free and moving beyond your limiting glow from the Streetlight Effect.

My discovery: Even when it’s hard to see or find, it exists. And because it exists, it is measurable. And with training and practice, over time, it becomes automated when you know what to look for. Unlocking this power, I teach leaders and investors to help them create true organisational value and thrive.

For your organisation, there is only one way to discover what is possible. Why am I so confident? My credibility is on the line. Especially when I take all the risk and guarantee delivery of an absolute value (upside) basis – my price premium is the value I help create. Effectively: no win, no fee. Therefore, I’m either incredibly right or wrong. But I’ll let you decide.

How do I show absolute value and results? By validation. You take the metaphorical red pill, and I guide you to truly see a new unseen perspective between your organisation and customers emerge.

One case story example: Would changing just one word on a white, adhesive label on the side of a branded skateboard sneaker box from “Male” to “Unisex” have a profound impact? Many told me I was crazy. The result: Yes. This single, profound change ultimately returned €1.5 billion in new female revenue and created a new category that did not exist before—all with a simple white adhesive label.

Well, if that is what it means to be crazy, then I’d rather remain crazy! If you are lucky enough to acquire a diagnostic assessment. Then, it tells us that we have identified something profound to help your organisation thrive. Therefore, before you dismiss hidden findings with the easy, “I don’t believe it”, ask instead, “What is it we’re not seeing?”. The potential is worth billions for those who dare to see what others didn’t.

Archibald London: The Uncomfortable Truth About Reaching Customer Excellence

“TRANSPARENCY IS EASY WHEN YOU’VE NOTHING TO LOSE; IT’S EVERY BIT AS NECESSARY WHEN THERE’S SO MUCH ON THE LINE.”

This profound statement, taken directly from an email to their community, embodies the extraordinary ethos of Archibald London. A luxury brand defined by its commitment to honesty and masterful craftsmanship, Archibald found itself in an agonising position, revealing an uncomfortable truth about what it truly takes to reach customer excellence.

In early 2021, Archibald London received the shocking news that struck at the very foundation of their brand: one of their trusted shoemakers had, without their knowledge or consent, altered the construction method of their hand-welted shoes for recent batches. The discovery came not from internal checks but from a discerning customer, JMR928, who deconstructed his purchase and found the deviation from Archibald’s promised traditional technique. Archibald London, a brand built on lifting the curtain on production costs, artisan identity, and pricing, suddenly found its own operations compromised by an Opaque Black Box operating within its trusted supply chain.

This was more than just a quality control issue. It was a classic example of the Streetlight Effect in action – Archibald had placed their trust (their “light”) in a long-standing artisan relationship, inadvertently blinding them to the hidden “bad flora” that was silently poisoning their product. The shoemaker’s unauthorised change, made during the pandemic in pursuit of a perceived “better” technique for comfort, directly violated Archibald’s brand promise. The shoes customers received, while still positively reviewed, did not match the meticulous narrative of craftsmanship Archibald had so carefully cultivated, creating a profound customer disconnect and eroding the unspoken “gut feeling” of their Customer Grove.

What followed was an extraordinary display of integrity that defines true customer excellence. Archibald London didn’t hide; they chose radical transparency despite the personal pain and potential financial losses. Their team, though small and feeling a sense of personal betrayal from an artisan they considered family, recognised their duty to inform their community. They openly admitted their naivete, acknowledged their own need for closer oversight in changing situations, and committed to identifying and working individually with every affected customer.

This specific experience for Archibald London, while unique in its courageous transparency, perfectly illuminated a critical, often-overlooked vulnerability I had begun to sense in organisations: that even meticulous brands can unknowingly cede control to their vendors. This effectively transforms external partners into Opaque Black Boxes, harbouring risks unseen by the core leadership. This very insight, sparked by their challenging situation, sowed a crucial seed for how I later approached similar issues, allowing me to easily trace the root causes of seemingly complex problems—such as the choice of acetate in luxury eyewear like Chanel’s—to seemingly distant or disconnected vendor decisions.

Archibald London’s experience demonstrates that the path to enduring customer excellence and lasting brand value isn’t found in avoiding problems but in the willingness to illuminate and address every uncomfortable truth, even when “so much is on the line.” Their commitment to their community and their values, demonstrated in their darkest hour, is a testament to the profound strength unlocked by radical transparency.

A Brand’s Survival in One Lesson: What You See and What You Don’t See

The profound wisdom encapsulated in Henry Hazlitt’s timeless book, Economics in One Lesson, holds the very key to a brand’s survival and enduring success. It can be summarised in one powerful statement, rooted in Frédéric Bastiat’s earlier essay, “Ce qu’on voit et ce qu’on ne voit pas” (What We See and What We Don’t See):

“THE ART OF ECONOMICS CONSISTS IN LOOKING NOT MERELY AT THE IMMEDIATE BUT AT THE LONGER EFFECTS OF ANY ACT OR POLICY; IT CONSISTS IN TRACING THE CONSEQUENCES OF THAT POLICY NOT MERELY FOR ONE GROUP BUT FOR ALL GROUPS.”

This principle is as relevant today as it was when first published in 1946. It speaks to the insidious nature of the “broken window fallacy,” showing how a seemingly beneficial action—be it a cost efficiency drive, a product launch, a manufacturing tweak, or a marketing strategy—when traced to its law of unintended consequences, can powerfully hinder a brand’s full performance in ways that are unseen or actively ignored.

The fallacy often operates under the Streetlight Effect: we focus intently on the immediate, visible benefits of one part of a brand, believing that it benefits the whole in isolation. Unfortunately, time and again, this is proven false. The unseen losses and the adverse ripple effects on other crucial “groups” (customer segments, other product lines, brand trust) are the true broken windows. Nine-tenths of brand fallacies silently and inadvertently lead to growth impairment precisely because Hazlitt’s one lesson is overlooked. The very fabric of a brand’s long-term health can be slowly undermined by its own economic dogmas. This is the essence of an Opaque Black Box operating within.

Consider the unsettling paradox of success experienced by one of my clients: a team celebrated a seemingly brilliant policy to reformulate a key ingredient in one of their bestselling products. This strategic shift successfully reduced transportation costs by a significant €42 million annually—a stunning, merited success for that group of stakeholders.

However, less than a year into trading with this “optimised” transformation, a diagnostic assessment akin to an Organisational CT Scan conducted with the client in 2020 revealed a different, devastating truth. That single, seemingly successful policy had inadvertently resulted in a staggering €1.74 billion annual loss in group retail sales. The reformulated product, while cheaper to transport, was found to be 70% less efficient in its actual use by the customer, a fundamental breach of trust that led to a significant decline in overall customer satisfaction and emotional connection. What had been a celebrated internal win ultimately led to a catastrophic decline in market performance, with our diagnostic able to trace a €840 million year-over-year revenue decline directly back to this ill-considered change.

Experience consistently shows that all organisations maintain and uphold strong dogmatic fallacies, often in their pursuit of what they believe to be efficiency or growth. My teachings are clear: don’t let beliefs go unchallenged, and be the guide to your brand’s survival. The courage to look beyond the immediate, to trace the full consequences, and to challenge accepted truths is the only path to sustainable value.

CASE STORY: THE €1.74 BILLION “COST-SAVING” DISASTER

My First Enigma: How a 20-Year Returns Problem Ignited My Purpose

For decades, the online fashion industry simply accepted a perplexing reality: return rates soaring between 15-50%, often attributed to "poor fit." Reports would lament the massive costs – the shipping, restocking, lost sales, the drain on cash flow – all quantified in percentages that shaved precious margin from every shopping basket. Solutions emerged, indeed: personal avatars, body scanning, and detailed measurement input, to name but a few. But year after year, none proved truly effective, efficient, or scalable. They all relied on asking customers to jump through hoops, creating friction and disconnects before purchase, which ultimately resulted in a negative customer experience, all before any actual sales were made.

I observed these "solutions" with a persistent sense of perplexity. They felt like they attempted to fix a leak by constantly bailing out the water rather than finding the crack in the pipe. They were operating squarely under the Streetlight Effect, looking for answers only where the data was easiest to collect – directly from the customer at the point of perceived fit. The prevailing wisdom became: "This is just the cost of doing business online. It's an enigma we manage, not solve."

But what if it wasn't an enigma? What if this wasn't an unsolvable problem but simply one that no one had dared to look at differently?

This question became my personal challenge. To avoid following others, I added a crucial constraint: no additional disruptive steps should be taken during the end-to-end shopping experience for the customer. The solution had to be invisible to them. It must remain seamless.

This was my "Why moment."

I instinctively felt this problem could be solved, that the answer lay not in more customer input but in understanding the Opaque Black Box of the retailer's own operations. It meant discarding the standard playbooks and daring to search where others didn't. It was about trusting my curiosity to illuminate the unseen links.

I found my opportunity to work with a globally recognized American fashion, apparel, design, and retail company. I dove into a full season (12 months) of their online eCommerce shopping history, not in cleaned reports, but in its raw, unfiltered format. My approach wasn't about applying pre-conceived models; it was about thinking laterally, seeking patterns where others saw noise, and asking the fundamental "why" behind every return.

The breakthrough was profound. By dissecting their internal ecosystem—their processes, supply chain, data flows, and even their assumptions about "returns"—I proved it was possible. Without requiring a single measurement or scan from their customers before checkout, I drastically reduced returns by 48 per cent, improved their margins, and significantly enhanced customer satisfaction. It was a tangible validation that the most persistent problems often yield to a new perspective and a willingness to challenge the "comfortable normal".

This initial quest, born from a deep personal curiosity, laid the foundational principles of what would become the Organisational CT Scan and my approach to illuminating the invisible. It taught me that true value is found not in managing symptoms but in courageously diagnosing and transforming the unseen operational realities that shape a customer's experience.

The profound results of that very first enigma became a powerful testament to this approach. For the detailed insights and the quantifiable impact of how we achieved those breakthroughs, explore the full case study here:

CASE STORY: THE 4 % NET MARGIN RETURNS TRANSFORMATION