Four signs that perseverance won’t pay off

“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

What do recruiting and dating have in common?

So you’ve lined up that first date – from viewing each others’ profiles, maybe connecting through a mutual acquaintance, exchanging messages, maybe chatting online for a while, but now if the big moment!   Will it be love at first sight? Is this “the one”? Nerves frayed, feeling red-faced and flustered, but also excited – who… Continue reading What do recruiting and dating have in common?

Three things you shouldn’t say to your customers

My husband and I made our annual pilgrimage to Helsinki to celebrate Finnish independence day, and I decided to book us into a hotel chain that we don’t usually use, just to have a different experience.  With fantastic views, pretty decent reviews and an uber-cool cocktail lounge, we were looking forward to a fabulous weekend.… Continue reading Three things you shouldn’t say to your customers

Managers, are you listening enough?

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?

How not to deliver feedback!

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!

Why data is the lynchpin between the client and customer experience

Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service.  On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience

CX4/5: Linking you KPIs to your customer-desired outcomes

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 fourth of five posts, I’ll focus on linking you KPIs to your customer-desired outcomes.… Continue reading CX4/5: Linking you KPIs to your customer-desired outcomes