In my last post, we discussed why headcount increase should be your last resort, because extra headcount costs money, and instead you can almost always improve on efficiency, automation and cross-skilling / up-skilling. A lean operation is a well run operation, and in normal times, everything runs smoothly and your customers and people are happy. … Continue reading Delivering operational transformation without budget or headcount
Over the past few months, we’ve seen countless posts and articles on remote working / home working / teleworking from the perspective of the employer – focusing on the practicality of making it happen, how to manage your staff, how to keep staff engaged and delivering and how to leverage technology to create a seamless… Continue reading 4 employer responsibilities to remote workers
You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow. Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails
I can’t believe that for the past 250 weeks, I have without fail (except the week of Christmas), published a blog post. It seems incredible that I have that much content and creativity within me! For this momentous occasion, I decided to re-visit one of my earliest articles, to determine how much has changed in… Continue reading Blog # 250: Re-visiting the golden rules of customer journey mapping
In a recent post, I asked the question, “Should premium products come with premium service?” I concluded that this would very much depended on what your product and marketing teams committed to your customer. So if your business does positively promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service
Controversial title, perhaps, but those of you who have worked with me will know that I put a very, very high value on activities that support people growth and development. Every large business I have worked in has missed opportunities to during the quarterly and annual appraisal processes to reward, motivate and define responsibilities for… Continue reading Annual review: genuine tool to motivate or tick box exercise?
With the evolution of technology, and the great leaps forward in Artificial Intelligence (AI), there’s been a lot of progress from the early days of clunky chatbots. In fact, there are some seriously sophisticated models starting to appear on the market that might suggest a real opportunity to cut cost and complexity by removing human… Continue reading Chatbots & AI – can they replace humans in the customer experience?
In the process of speaking with businesses, whether to work for them or with them, one thing I always check out are their values. It’s a great indicator of what they hold dear, how complicated they make the internal culture (and a handy indicator of where past cultural issues may have been!) For some, they… Continue reading Values and behaviours – why they really matter at work.
Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran. My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading How to collaborate more successfully (and why it matters!)
My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico. We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques. I wanted to share observations on customer experience from my trip to Puerto Rico. In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches