Handling a boss situation!

This week’s blog is about the sensitive subject of challenging bosses. We all have, at some point in our career had a boss who doesn’t listen, or even worse, thinks they listen but really doesn’t. I’m going to share 3 scenarios from my own experience, and advice on how to handle this – and I… Continue reading Handling a boss situation!

When your star performer moves on – 4 tips to keep your plans on track

It happens to the best of us: sometimes; without warning, your star performer decides it’s time to move on. With the words of Gloria Gaynor‘s famous anthem, “I will survive” ringing in your ears, here’s 4 tips on what to do to keep your business plans on track. Are they really going to move on?… Continue reading When your star performer moves on – 4 tips to keep your plans on track

Why customer success is NOT the new “customer service”

A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on.  The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service.  It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”

Linking employee & customer engagement

I was in a workshop the other day, and someone asked me if you could link customer and employee engagement.  The answer is of course, yes, you can! But before we look at HOW you link them, let’s first explore WHY. Richard Branson makes it clear to all businesses that carry the Virgin brand –… Continue reading Linking employee & customer engagement

#InThisTogether – why D&I still matters

On 1st September 2017, I’m proud to be involved in a wonderful event entitled #InThisTogether.  I recently wrote a post about why I became involved in D&I (diversity & inclusion.)  This week, as the #InThisTogether event takes place at the Tower of London, I want to share why this subject really matter in the modern… Continue reading #InThisTogether – why D&I still matters

Impacting your success through your behaviour

In a recent conversation with a team member, we touched on traits and behaviours.  She gave me some feedback that I focus more on the outcome and don’t always consider people’s feelings when I am communicating.  I rationalised this comment – on Myers Briggs personality classification, I’m “ENTP”.    For those not familiar with Myers… Continue reading Impacting your success through your behaviour

Why I became involved in diversity & inclusion: #InThisTogether

Mercer certainly wasn’t my first job, but more than any other role, my passion for diversity and inclusion, and in particular LGBTQ+ issues has really come to a fore – so what triggered this? I’ve been gay all my life – although not always open.  I understand how it feels to be on the outside;… Continue reading Why I became involved in diversity & inclusion: #InThisTogether