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
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?
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
As part of my own development, I recently received 360 degree feedback from peers, my direct reports and the management layer above me. It daunting to hear what people think and feel about you, so in this post, let’s look at why feedback matters, and how you might respond to it. Let me start by… Continue reading Why feedback matters (and how to respond to negative feedback)
Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?
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
As it’s 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 who may not have… Continue reading LGBTQ+ Pride Month: Who needs allies?