Are you challenging you people enough – or too much?

I believe that my people are capable of ANYTHING.  No, really, I genuinely  see no limitations to their potential.  It took me years to feel so confident in the team I work with, and I feel proud to be in this head space.  When you believe in your people; you trust them, and their decisions;… Continue reading Are you challenging you people enough – or too much?

Why flight AA100 is the place I feel most at home

On return from a recent holiday, I was fortunate enough to be in my favourite seat on my favourite plane – American Airlines flight AA100 from New York JFK to London Heathrow.  Not for the first time, I’ve chosen a specific route home to incorporate this flight, and once again, it was a great experience.  Next… Continue reading Why flight AA100 is the place I feel most at home

Confessions of an airmiles addict: Loyalty Learnings

Over the 12 days of Christmas, my husband and I undertook a crazy 12 flight trip between Europe and the USA.  Our travels spanned 3 airlines, 10 time zones and 7 international airports.  For some, this might sound like a horrendous way to spend their holiday time, but for an airmiles addict, it was fantastic… Continue reading Confessions of an airmiles addict: Loyalty Learnings

Story-telling drives engagement – here’s why!

In my first “proper job” after university, I reported to a sales manager who had particular ideas about how to engage a customer.  “No matter what they say, tell them your brother, your mother, your best mate or your granny has done the same thing”, Bill would tell me.  When I pointed out that it… Continue reading Story-telling drives engagement – here’s why!

5 journalistic techniques to use when dealing with challenging customers

I was recently fortunate enough to attend a media & press training course, where a popular and well respected journalist helped us consider our words, mannerisms, responses and impact. It was, as you’d expect, eye-opening to say the least. Through the training, the journalist shared simple tips and tricks to be more effective in a… Continue reading 5 journalistic techniques to use when dealing with challenging customers

4 signs your team or customers are disengaged (And what to do about it!)

The opposite of love is not hate.  The opposite of love is apathy.  It’s a scary state of mind where you really don’t care.  For me, football leaves me cold,  I don’t dislike it, I just have no feelings about it whatsoever.  When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)

Dutch Customer Service – what did I learn?

I recently spent a few days in the Netherlands, celebrating my 5th wedding anniversary. Beautiful weather, incredibly flat & green country with the world’s tallest men, I’ve often visited the country’s capital, Amsterdam, so was keen to explore beyond to new destinations.  It’s yet another country where almost all adults speak flawless English, making it… Continue reading Dutch Customer Service – what did I learn?