The opposite of love is not hate. The opposite of love is apathy. It’s a scary state of mind where you really don’t care. For me, football leaves me cold, I don’t dislike it, I just have no feelings about it whatsoever. When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)
When I think about businesses I love, business I use frequently or businesses I’ve grown to rely on, I feel an immediate emotional reaction – this got me thinking; love them or loathe them, fans and detractors have a lot more in common than we might think, so this week, I thought we could explore… Continue reading Could your worst detractors also be your greatest fans?
I recently spent a few days in the Netherlands, celebrating my 5th wedding anniversary. Beautiful weather, incredibly flat & green country with the world’s tallest men, I’ve often visited the country’s capital, Amsterdam, so was keen to explore beyond to new destinations. It’s yet another country where almost all adults speak flawless English, making it… Continue reading Dutch Customer Service – what did I learn?
I’d been taking with a couple of members of my team recently about how best we should kick start a change to increase customer empathy. Traditional classroom training has never been something I’m a big fan of, and whilst e-learning is a necessary solution when teams are too numerous or remote, I really love workshops. … Continue reading 5 tips to engage people through workshops
As you look at the recharged and relaxed colleague returning to work after their summer break, you’re guaranteed to hear some comment on how refreshed they look, then wonder how long it will be before the calm demeanour wears off. One week? One day? A couple of hours? Stress his pervasive in our modern world, and work… Continue reading Stress curbs creativity – 5 tips to better manage it