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

CX Learnings from Wine Tasting in Napa Valley

On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley.  I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley

Respect and trust your employees!

In this week’s blog, I thought I’d throw down a challenge to those of us who are line managers, especially those responsible for teams that are delivering to customers and clients directly.  Having recently experienced some great and some not so great service which had been directly impacted by the line manager of the person… Continue reading Respect and trust your employees!

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