Is your team’s happiness linked to customer happiness?

It’s a topic that comes up a lot – whether it’s when I’m talking with recruiters about my style of managing people, with senior management on the topic of addressing unhappiness in their teams, or  most recently, with inspired small start-ups who are looking to build a strong customer-centric culture from day one – is… Continue reading Is your team’s happiness linked to customer happiness?

The power of walking and talking

Six months into our life in Portugal, my husband and I were out walking, chatting as we strode up and down the steep hill in our corner of Lisbon – we paused to reflect on how things are going.  It’s been a rollercoaster ride so far, as one would expect with a change of country. … Continue reading The power of walking and talking

“Land & Expand”: Two words you are missing to make this happen!

“Land & expand” is the modern VP of Sales favourite phrase to bandy about that marketing has brought into their net.  It’s all about signing up huge volumes of net new customers, then pushing the expansion of revenue, cross-sell and up-sell to these customers.  It’s crude, tacky, over-simplified and jargon.  If it really were that… Continue reading “Land & Expand”: Two words you are missing to make this happen!

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?

Are your business goals resonating with your people? 5 tips to drive results!

In every single operating environment around the world, irrespective of business maturity or industry sector, managers struggle each quarter to ensure that those at the bottom of the business understand, feel connected to and ultimately drive the business goals.  Every company I have worked in has done some good stuff here, but equally made a… Continue reading Are your business goals resonating with your people? 5 tips to drive results!

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