Do you really know your customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…
Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have…
Reconstructing the concept of feedback and difficult conversations
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid of those terms because they…
Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize…
10 tips for boosting your people skills
We get promoted because of our technical skills, but our success as managers and leaders is determined by our Emotional Intelligence or our EQ. This is because it's our EQ which helps us connect with our…
Is inclusion and belonging a leadership mindset?
I am not going to reiterate the neuroscience and psychological research behind the increasing awareness that inclusion and belonging are essential conditions for high performing teams. I am going to…
The Magic of Mentoring
I am really benefiting from some great mentoring at present which is keeping me accountable and moving forwards every week. However, I also love mentoring others and watching them evolve…
How to ensure your refund experience creates happy and loyal customers
Ever wondered why companies so often have great products and create fairly good in-store experiences but when the customer wants to return items, it seems like the company stops caring…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple, easy-to-understand…
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…
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