Here’s a question – why is that team building days so often involve doing physical stuff together? Surely so-called management away days should be all about building strategies, and time huddled around a flip chart brainstorming would be the best use of the day, right? We’ll come back to that question later, but in the… Continue reading How to clear your emotional debt
As the year draws to a close, many of us are taking stock of the year – what went well, what missed the mark, and ideally, what we might do differently in future. As a people manager of almost two decades, I look more closely at how I did for my people than most other… Continue reading Managers, are you listening enough?
In a recent conversation with Rich Tuff, a member of the Mercer UK executive, we were discussing change, and how for some businesses it is celebrated, whilst other businesses fear it. Rich pointed out that kids are exposed to more information by the time they start school than many adults experienced in a lifetime compared… Continue reading Why we need to stop talking about change!
My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same. Stiff competition, tight budgets, demanding customers and a need to evolve. Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience
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!
Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal. Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience. Many small business worry that they… Continue reading Is a personalised customer experience always necessary?
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