What do recruiting and dating have in common?

So you’ve lined up that first date – from viewing each others’ profiles, maybe connecting through a mutual acquaintance, exchanging messages, maybe chatting online for a while, but now if the big moment!   Will it be love at first sight? Is this “the one”? Nerves frayed, feeling red-faced and flustered, but also excited – who… Continue reading What do recruiting and dating have in common?

Have we become too familiar with our customers?

Have you experienced any of the following recently in conversations with friends or relatives – sarcasm, flippancy, disrespect, unhelpfulness? Perhaps the relatives out-stayed their welcome when visiting over Christmas; or perhaps a friend got a bit too merry at the Christmas party and came across in a bad way.  Whilst we (for the most part)… Continue reading Have we become too familiar with our customers?

Observations on Customer Experience in the USA

Over the festive period, I travelled a fair bit, and as always, I closely observed the service and experience delivered.  This year, my travels took me to Florida, to escape the chilly British winter.  The approach to customers in America is very different to that in the UK, with a relatively formulaic approach often used… Continue reading Observations on Customer Experience in the USA

Four signs of strong team spirit

Over the festive season, I reflected on the many challenges, successes, meetings and engagements I had the opportunity to be involved in throughout 2018.  Both with my current employer, Mercer, and with many other meetings with other businesses beyond the day job, I reflected on what the most productive, enjoyable and effective activities I was… Continue reading Four signs of strong team spirit

Three things you shouldn’t say to your customers

My husband and I made our annual pilgrimage to Helsinki to celebrate Finnish independence day, and I decided to book us into a hotel chain that we don’t usually use, just to have a different experience.  With fantastic views, pretty decent reviews and an uber-cool cocktail lounge, we were looking forward to a fabulous weekend.… Continue reading Three things you shouldn’t say to your customers