Are Women Better at Customer Experience than Men?
It's time for a bit of positive discrimination I was talking to Gordon Tredgold (our Leadership expert) about the implications of International Women’s Day and two things struck us. Firstly,…
True agility trumps customer experience – here’s why
When a great customer experience isn’t the only answer A few weeks ago, I wrote a glowing account of my post-Christmas experience with bed supplier Warren Evans and, more recently,…
Closing the loop – listen to Yoda
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had…
Stop starting with the problem statement – it misses so much opportunity!
The problem statement is the WRONG starting place for so many projects. We do it in our everyday business life as naturally as breathing - in fact it is deeply…
Most strategies don’t work! Here’s how to have one that does
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all of this falls short in…
It’s no joke: discourtesy hurts your business
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to celebrate her husband’s 92nd birthday.…
Focusing on efficiency is a waste of effort, if you don’t take care of this first
Maximum results are achieved when you are both effective and efficient! When clients engage me, it's usually to help them drive operational efficiency improvements. More often than not they have been…
Do this before you think about shooting the hamster!
Maybe it's the wheel and not the hamster that needs changing! Recently I was working with a client on helping them achieve some performance improvements. As we reviewed how one department…
The missed opportunity in complaints handling that might save your marriage!
Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert…
Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…
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