Employer’s responsibility for mental health at work

I recently read yet another excellent post from the fabulous folks over at Userlike.  Whilst they are often focused on the customer, this time they focused on the team serving the customer.  You can read their post here, but in essence, it’s some sound advice on avoiding burn out within your customer facing teams. And… Continue reading Employer’s responsibility for mental health at work

CX Portugal 3: Which businesses are driving CX success in Portugal?

As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?

CX Portugal 2: Take a ticket – the customer nemesis

As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 2: Take a ticket – the customer nemesis

CX Portugal 1: Process before customer

As it’s been 4 months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture.  In the first of this series,“Process before customer”, I’ll focus on some of the actual… Continue reading CX Portugal 1: Process before customer

Three people (dis)engagement behaviours to watch out for

As we head into summer (at least in the Northern Hemisphere!) and the pace adjusts slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. … Continue reading Three people (dis)engagement behaviours to watch out for

5 tips on delivering the best presentation

I recently attended and spoke at a conference on the topic of customer experience.  As at every conference, throughout the day, there were many speakers and panellists – some great, and some less engaging.  For some, as they walk toward the stage, you can see that they are filled with the fear of god, and… Continue reading 5 tips on delivering the best presentation

Telltale signs of genuine team spirit

One of the most important aspects of work culture that any line manager or leader needs to nurture is a strong sense of team spirit.  Open and honest communication, a collective set of goals, a great work environment and the right mix of skills and personality will help you create the ultimate team.  So once… Continue reading Telltale signs of genuine team spirit