The one simple rule for employee engagement
Engagement expert Vic Thorpe offers a simple lesson to raise productivity According to the most recent Gallup report on the state of the global workplace only 15% of employees are…
3 things you need to build great teams
John Maxwell says it best "Teamwork makes the Dreamwork." The better our teams work together the better the results will be, it is as simple as that. We see it…
To keep your fickle customers, focus on repeatable great experiences
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets…
Is poor service letting down your social media strategy?
According to a recent survey it is – but fixing it requires commitment across the whole organisation Whatever you may think about Facebook, Instagram or Twitter, their ethics or market…
One habit that differentiates between good and poor leaders
Being a leader often means looking to push your teams to achieve difficult results against tight deadlines, with tough customers or with high levels of complexity. The challenge is to know the difference between…
5 Simple Reasons Why You Need To Fire Toxic Bosses!
During 25 years of my professional career, I would say that my bosses pretty much fell into one of three categories. The good. The bad. And the Toxic. It was…
Are you an inspirational customer?
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a new perspective on feedback. I…
Wake up and smell the cologne… how are you inspiring your customers?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect…
The One Thing That Stops People Accepting Accountability
The blame game - it's so easy. When sh*t hits the fan, the easiest thing in the world is to point fingers and find some poor unsuspecting employee to blame. Hell, it's…