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?
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!
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 third of five posts, I’ll focus on driving CX (customer experience) change amongst the… Continue reading CX3/5: Three simple customer experience game changers
Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!) It’s an issue I’ve faced on more than one occasion, and I haven’t always got it right. A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing
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?
So if you clicked through to read an article on creating / rejuvenating an advocacy programme for free, then I’m afraid you’ve come to the wrong place – there is no quick fix or magic spell for a fully-fledged nurture programme for your greatest fans! If you’re looking for a handful of cost-effective and simple… Continue reading How do I reward customers without spending a penny?