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.
When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills. Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing. And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting
It’s a topic that comes up a lot – whether it’s when I’m talking with recruiters about my style of managing people, with senior management on the topic of addressing unhappiness in their teams, or most recently, with inspired small start-ups who are looking to build a strong customer-centric culture from day one – is… Continue reading Is your team’s happiness linked to customer happiness?
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?
As we head into summer (at least in the Northern Hemisphere!) and the pace adjusts slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. … Continue reading Three people (dis)engagement behaviours to watch out for
As we mark 50 years since the Stonewall riots during June, our 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… Continue reading #Pride: Why LGBTQ+ allies matter
I’ve spent a lot of my career working in newly formed and start-up businesses, and I have a real passion for being part of something new & exciting. However, for the last 3 years, I headed back to the corporate world to prove to myself that the skills I used in start-ups were fully transferable… Continue reading 5 observations when moving from a corporate to a start-up
Over the past few decades, better education, new technology, cheap airline travel, EU membership and the reduction in red tape for travellers has resulted in the world becoming noticeably smaller. For my grandmother, the prospect of visiting my father in Aden during his military service was a once in a lifetime event, taking a lot… Continue reading Embracing cultural difference
“When the going gets tough, the tough gets going“, so the saying goes. If I’m honesty, I always felt a little confused by this statement. On the one hand, the meaning of “get going” could suggest “get on with it”. But at the same time, “get going” could also mean “walk away.” In this post,… Continue reading Four signs that perseverance won’t pay off
Over the festive season, I reflected on the many challenges, successes, meetings and engagements I had the opportunity to be involved in throughout 2018. Both with my current employer, Mercer, and with many other meetings with other businesses beyond the day job, I reflected on what the most productive, enjoyable and effective activities I was… Continue reading Four signs of strong team spirit