Life is full of small victories – here’s why they matter

Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family.  At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius.  It’s also Kaamos, where the sun never appears above the horizon for many weeks.  It… Continue reading Life is full of small victories – here’s why they matter

Why more retail businesses are turning to customer success

In the run up to Christmas, like many people, I’ve made quite a few purchases online.  Convenience, ease, speed of delivery (and return), as well as great pricing have changed my shopping habits.  The thought of shuffling along the high street, in the cold and wet, fighting through crowds in the vain hope that the… Continue reading Why more retail businesses are turning to customer success

Why your motivation should always come from within!

There are times when those around you shine (for me, especially my family, friends and those who work for me) and there are times when those around you don’t.  We all seek validation, reassurance and guidance from those around us, and we learn to trust and believe in others, but ultimately, we need to seek… Continue reading Why your motivation should always come from within!

Can people plug the gaps in a customer experience?

On a recent work trip, I checked into my usual hotel.  It’s part of a small chain, with a really cool & funky vibe, beautifully designed furniture, and the rooms have a really cool twist.  Clearly, the business has really thought a lot about the look and feel, the perception and the brand.  Unlike a… Continue reading Can people plug the gaps in a customer experience?

What year end messages should you be sharing with your teams?

As the year draws to a close, it’s always a good time to reflect.  The end of another year and the imminent start of the next is a perpetual cycle, and there’s certain things that you should be doing with your team.  The end of the year for me drives 4 key actions: remember, reflect, plan,… Continue reading What year end messages should you be sharing with your teams?

The many shades of engagement – what’s the magic metric?

I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base.  There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?

The role of allies in Diversity & Inclusion

I recently took part in an interview withJulia Streets and Andy Woodfield for Divercity Podcast, a series of podcasts focused on helping organisations and individuals drive change in the field of diversity and inclusion in financial services. The topic of conversation focused on the role of allies in diversity and inclusion.  As Co-chair of Mercer’s LGBTQ… Continue reading The role of allies in Diversity & Inclusion