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

Why mental health “issues” makes me uncomfortable

Having “outed” myself very publicly in the workplace, and openly discussed my mental health condition, it felt like a really huge, and uncomfortable step – but one I did not regret. I realised that unlike many other aspects that may mark someone out as “different”, mental health has a certain stigma still attached to it.… Continue reading Why mental health “issues” makes me uncomfortable

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

Do you treat your customers as guilty until proven innocent?

Over the past 6 weeks, I’ve had the great misfortune to be put on trail – I’ve been questioned numerous times, told to submit electronic  and paper documents, I’ve been held up for hours, and faced lots of frustration, uncertainty, worry and doubt.  You might be wondering what terrible crime I have been charged with? … Continue reading Do you treat your customers as guilty until proven innocent?

Is NPS really worth measuring?

A conversation with a colleague this week triggered a number of thoughts.  The colleague’s client wanted NPS (net promoter score) to be implemented across the account.  I guess the important question to ask is why does the client want to use NPS? Before answering that question, it’s probably worth refreshing ourselves on how NPS works. … Continue reading Is NPS really worth measuring?

Why managers need to step up (and what happens when they don’t)!

A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate.  Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut.  It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!

Valuing customers: Why I deleted my Facebook account

Many of us who are passionate about customers have been following the recent revelations relating to Facebook and customer data used by Cambridge Analytica.  The scandal centres around how Facebook, as a holder of vast amounts of customer data could allow the harvesting of data from 50 million Facebook users to be used by a third… Continue reading Valuing customers: Why I deleted my Facebook account