How to create highly engaged teams
People are not afraid of hard work they are afraid of failure, and it’s this fear of failure that causes them to disengage because nobody wants to be involved in…
Creating a ‘Can Do’ Mindset in Your Teams
Having a 'Can Do' mindset is critical for any team, department or business that wants to achieve its full potential. When we lack a 'Can Do' mindset we actually set…
Grateful for customer experience heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…
The boring stuff… and why it’s really important
In this short – and hopefully not boring – video I offer a cure for what could be termed “Founders Syndrome” – a focus on the core mission and purpose…
Dealing with dead cats
The “dead cat” strategy – dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don’t want to talk about -was much…
Live from the X4 Experience Summit, London
NextTen Managing Partners Nick Bush and Kym Hamer spent a day at the Qualtrics X4 Experience Summit in London last week. Here they spend 5 minutes discussing what impressed them…
Profit, purpose and the power of advocacy
Recently I had the opportunity to learn more about UK handmade cosmetics brand LUSH. Ever since, I've been reflecting about a surprising discovery - the complete separation of the LUSH's…
At the centre of every organisation is YOU
There is so much to say about all of the great benefits that employees bring to an organisation. Today I start with a short video introducing myself and explaining what…
Creating a customer first legacy
Christian Dior's customer-led approach created a poweful legacy Visiting the DIOR: Designer of Dreams exhibition in London this month I was stunned by room after room of glorious couture. But…