Why feedback matters (and how to respond to negative feedback)

As part of my own development, I recently received 360 degree feedback from peers, my direct reports and the management layer above me.  It daunting to hear what people think and feel about you, so in this post, let’s look at why feedback matters, and how you might respond to it. Let me start by… Continue reading Why feedback matters (and how to respond to negative feedback)

5 workplace characters who stifle innovation and profitable growth

I use real life observations to highlight knowledge, experiences and learnings in my blog posts. Often, it’s easy to turn a negative experience into a positive learning. But sometimes, my inner demon comes out, and I feel the need to vent a little. This week’s cheeky tongue in cheek post pokes fun at characters and… Continue reading 5 workplace characters who stifle innovation and profitable growth

Can CX help prove the value of a diverse workforce?

Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?

Volunteering: small changes make a difference

Each year, my employer encourages every member of staff to take one day to give something back. Despite the considerable cost to the business of one “lost” day of productivity, the net gain for employee engagement, business reputation and social responsibility is clearly worthwhile. This year, I wanted to link my volunteering to my work… Continue reading Volunteering: small changes make a difference

Creating a coaching culture

If you wants to deliver a differentiated service to mark you out from the competition, the first place to look is within your existing team.  Your best  people deliver your values and behaviours in their customer interactions, but from a line manager’s perspective, it’s not easy to bring these aspects to life in brief weekly… Continue reading Creating a coaching culture

LGBTQ+ Pride Month: Who needs allies?

As it’s LGBT Pride Month, I thought it might be interesting to talk about allies.  Of course, this discussion doesn’t just apply to LGBTQ+ community,  it’s relevant for all aspects of diversity and inclusion – be that gender parity, sexuality, ethnicity, physical (dis)ability, mental health or any other part of society who may not have… Continue reading LGBTQ+ Pride Month: Who needs allies?

This is how every customer call should start

“Hello there, it’s Amy here.  So how was your dress fitting?” It was like music to my ears, as I sat amongst my team in Bristol.  They deal with a complex insurance product, and customers need a lot of help to wade through the complexity of the policies to find the right product for them. … Continue reading This is how every customer call should start