Story-telling drives engagement – here’s why!

In my first “proper job” after university, I reported to a sales manager who had particular ideas about how to engage a customer.  “No matter what they say, tell them your brother, your mother, your best mate or your granny has done the same thing”, Bill would tell me.  When I pointed out that it… Continue reading Story-telling drives engagement – here’s why!

5 journalistic techniques to use when dealing with challenging customers

I was recently fortunate enough to attend a media & press training course, where a popular and well respected journalist helped us consider our words, mannerisms, responses and impact. It was, as you’d expect, eye-opening to say the least. Through the training, the journalist shared simple tips and tricks to be more effective in a… Continue reading 5 journalistic techniques to use when dealing with challenging customers

Phasing – the best way to achieve transformation

In life, we are constantly faced with choices that result in changes, and sometimes it’s hard to know which route is the best one to take. Likewise in the workplace, any manager will face the need to make a change. Deciding on how to make the change (and avoiding too much procrastination) is never easy.… Continue reading Phasing – the best way to achieve transformation

Making a difficult customer experience easy

In my humble experience, the older an industry, the more complex and antiquated the customer experience.  If you don’t believe me, compare using your mobile phone with buying a plot of land.  Globalisation, at least for customer experience, has done us a massive favour in terms of standardising, simplifying and empowering the individual to “do… Continue reading Making a difficult customer experience easy