4 role-plays mistakes to avoid when recruiting

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

Is your team’s happiness linked to customer happiness?

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?

CX Portugal 3: Which businesses are driving CX success in Portugal?

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?

Three people (dis)engagement behaviours to watch out for

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

#Pride: Why LGBTQ+ allies matter

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

5 observations when moving from a corporate to a start-up

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

Embracing cultural difference

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