As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?
One of the most important aspects of work culture that any line manager or leader needs to nurture is a strong sense of team spirit. Open and honest communication, a collective set of goals, a great work environment and the right mix of skills and personality will help you create the ultimate team. So once… Continue reading Telltale signs of genuine team spirit
So you’ve spent time and money, not to mention effort and precious resource to find the perfect candidate. It’s cost you a pretty penny to get this far, and you’re so eager to have them on-boarded, you’ve already started assigning tasks to them. Fast forward a few months, and the newbie you worked so hard to find… Continue reading Winning over your newbies, hook, line and sinker!
Feedback matters to us all. Whether we like it or not, we need to hear other peoples’ opinions about us, our actions and behaviours, our company, our products and services. The majority of feedback is intended to help, add insight or value and drive change or reinforce behaviour. Whatever the intention of the feedback provider,… Continue reading 5 Feedback Fails, and how you should deliver it!
So following on from last week’s post, where I talked about The Right Way to Start a New Role, and I mentioned the need to constantly make things simpler. Complexity simply makes it harder to achieve our desired outcome – and if we are all really honest, we all naturally tend to over-complicate tasks that… Continue reading Why “just one thing” is the best way to fix work challenges
Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara
Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?