My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico. We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques. I wanted to share observations on customer experience from my trip to Puerto Rico. In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches
What impression does someone have when a business has poor attention to detail, slow to respond or don’t respond at all, force you into a clunky and irrelevant automated processes that asks an innumerate amount of intrusive questions or ask the same questions that you have already answered? This may well be the reality of… Continue reading Four ways your recruitment team is damaging your brand
In this week’s post, I wanted to address a topic that our cousins across the Atlantic have pretty well put to bed, but in Europe and Asia, remains a tricky and sensitive subject: remote working. Wherever you chose to work right now, at some point in the near future, ALL roles and tasks delivered by… Continue reading 4 reasons bosses are struggling to accept remote working
I was recently sat next to someone in an office and I inadvertently observed a conference call they were hosting. It made me cringe – clearly some people were late, or didn’t even arrive on the call, others seemed to be talking over their colleagues, and from my line of sight, it was clear that… Continue reading Have we forgotten our manners 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
I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption
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