When your star performer moves on – 4 tips to keep your plans on track

It happens to the best of us: sometimes; without warning, your star performer decides it’s time to move on. With the words of Gloria Gaynor‘s famous anthem, “I will survive” ringing in your ears, here’s 4 tips on what to do to keep your business plans on track. Are they really going to move on?… Continue reading When your star performer moves on – 4 tips to keep your plans on track

CX Learnings from Wine Tasting in Napa Valley

On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley.  I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley

Why customer success is NOT the new “customer service”

A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on.  The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service.  It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”

The Internet of Things needs substance!

We live in a connected home – my husband is a secret geek who loves all things automated.  Lights, security cameras, heating, TV, music, the garden, even the doorbell are all connected up and accessible via our mobile phones.  We have fully embraced technology, and welcomed the internet of things into our lives.  From a… Continue reading The Internet of Things needs substance!

#InThisTogether – why D&I still matters

On 1st September 2017, I’m proud to be involved in a wonderful event entitled #InThisTogether.  I recently wrote a post about why I became involved in D&I (diversity & inclusion.)  This week, as the #InThisTogether event takes place at the Tower of London, I want to share why this subject really matter in the modern… Continue reading #InThisTogether – why D&I still matters

Customer satisfaction versus profits – an aviation perspective

As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes.  So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews.  Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective

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?