For many of us, we’re rapidly approaching the time of year when annual appraisals are carried out. For some, it’s a complex affair involving many forms and meetings, for others it’s an informal conversation, but whether you’re a line manager, or a colleague who has been asked to give feedback, here’s why it matters, how… Continue reading How not to deliver feedback!
I’ve recently been fortunate enough to travel to 78 degrees north to the amazing islands of Svalbard, the most Northerly inhabited place in the world. A strange place of extreme temperatures, polar bears, glacier and icebergs, the Norwegian friends who I accompanied on the trip proudly showed off this amazing corner of the world. Late… Continue reading Why you don’t want too many “A4 types” in your team
During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success
I recently attended a CX networking event – it’s always interesting to see what the latest thinking is and re-connect with your peers. At the event, I met up with former colleague – we compared notes on our respective (conservative) industries, talking about the need for greater flexibility in how we support customers. As more… Continue reading Do your people expect too much flexibility, or are you too rigid?
I’m shortly loosing one of the star performers in my team – she is moving on to a new, demanding challenge elsewhere. I’m gutted that she is leaving, and despite my constant jokes with her, I’m also really sad. When I was chatting about this with an acquaintance who happens to be leaving his current… Continue reading How you treat your leavers has an impact on your team
In both the “official” day job as Customer Experience Leader and the additional role of Co-chair of the LGBTQ+ network, I need to engage, educate and empower the people around me. In a number of recent interactions, it struck me that there’s a fair few areas of overlap in how you do this. It’s not… Continue reading Nurturing employees and customers is remarkably similar
Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!) It’s an issue I’ve faced on more than one occasion, and I haven’t always got it right. A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing