Is your team’s happiness linked to customer happiness?

It’s a topic that comes up a lot – whether it’s when I’m talking with recruiters about my style of managing people, with senior management on the topic of addressing unhappiness in their teams, or  most recently, with inspired small start-ups who are looking to build a strong customer-centric culture from day one – is… Continue reading Is your team’s happiness linked to customer happiness?

The power of walking and talking

Six months into our life in Portugal, my husband and I were out walking, chatting as we strode up and down the steep hill in our corner of Lisbon – we paused to reflect on how things are going.  It’s been a rollercoaster ride so far, as one would expect with a change of country. … Continue reading The power of walking and talking

Five physical signs of poor service delivery

In the past few weeks, I’ve had the misfortune of having to deal with cancelled flights, incorrect orders delivered, poor service in a restaurant and mobile operators as I port my number from one network to another.  Of course, my regular readers will realise, this creates much fuel for my weekly posts!   Rather than commentary… Continue reading Five physical signs of poor service delivery

Have we forgotten our manners at work?

I was recently sat next to someone in an office and I inadvertently observed a conference call they were hosting.  It made me cringe – clearly some people were late, or didn’t even arrive on the call, others seemed to be talking over their colleagues, and from my line of sight, it was clear that… Continue reading Have we forgotten our manners at work?

“Land & Expand”: Two words you are missing to make this happen!

“Land & expand” is the modern VP of Sales favourite phrase to bandy about that marketing has brought into their net.  It’s all about signing up huge volumes of net new customers, then pushing the expansion of revenue, cross-sell and up-sell to these customers.  It’s crude, tacky, over-simplified and jargon.  If it really were that… Continue reading “Land & Expand”: Two words you are missing to make this happen!

Employer’s responsibility for mental health at work

I recently read yet another excellent post from the fabulous folks over at Userlike.  Whilst they are often focused on the customer, this time they focused on the team serving the customer.  You can read their post here, but in essence, it’s some sound advice on avoiding burn out within your customer facing teams. And… Continue reading Employer’s responsibility for mental health at work

A case study in how not to deliver service disruption

I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption