As I approach the end of my tenure as Co-Chair for PRIDE, the UK Chapter of the LGBTA (Lesbian, Gay, Bi-sexual, Trans and Allies) community at Mercer, I’ve been reflecting on how we have made progress in the last couple of years. Of all the roles and opportunities I’ve had in my career, this is… Continue reading Sexuality & Gender: Coming Out at Work
My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same. Stiff competition, tight budgets, demanding customers and a need to evolve. Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience
My husband and I were privileged enough to have a wonderful holiday in Taiwan recently. It’s a fantastic country that I would highly recommend anyone visits to discover the best of Asia. As is often the case, rather than flying to Taiwan directly, we took the opportunity to fly on 5 different planes with 3… Continue reading New versus legacy airlines – who wins on service?
For many of us, we’re rapidly approaching the time of year when annual appraisals are carried out. For some, it’s a complex affair involving many forms and meetings, for others it’s an informal conversation, but whether you’re a line manager, or a colleague who has been asked to give feedback, here’s why it matters, how… Continue reading How not to deliver feedback!
Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal. Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience. Many small business worry that they… Continue reading Is a personalised customer experience always necessary?