The One Thing That Kills Accountability Stone Dead!
When you blame you give up your power to make changes The blame game - it's so easy. When shit hits the fan, the easiest thing in the world is to point…
When you blame you give up your power to make changes The blame game - it's so easy. When shit hits the fan, the easiest thing in the world is to point…
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on…
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London…
Content connects customers with your brand Every piece of creative that you produce whether text, images or video and for social media, campaigns, TV adverts, call centre scripts or corporate…
Having a centralised content strategy would help You have created an awesome video, written a gripping article or drawn a masterpiece. You publish to your website and social channels. Being…
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
You need industrial strength processes to ensure bullies get the boot Hearing the phrase “a damning report” on the one o’clock news is usually enough to get me to prick…
I'm often challenged by brands that want to engage their customers online. If only they could get past customers involved. And how? Especially if some large groups of customers are…
Liliana Petrova finds no amount of champagne can make up for poor service "Wow Moments" are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance,…
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…