5 factors on what it takes to deliver premium service over standard service

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

Annual review: genuine tool to motivate or tick box exercise?

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?

#MentalHealth: managing workplace stress

I’ve spoken to so many former colleagues, acquaintances and friends about mental health, and the negative effect it can have on both home and work life.  It occurred to me that an approach that I was using to manage stressful situations in my dealings with work might also be helpful for others.  It’s not necessarily… Continue reading #MentalHealth: managing workplace stress

Chatbots & AI – can they replace humans in the customer experience?

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?

Values and behaviours – why they really matter at work.

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.

How to collaborate more successfully (and why it matters!)

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!)

What are you doing about the customer success gap?

This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?