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?
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!
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
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
As we mark 50 years since the Stonewall riots during June, our LGBT Pride Month, I thought it might be interesting to talk about allies. Of course, this discussion doesn’t just apply to LGBTQ+ community, it’s relevant for all aspects of diversity and inclusion – be that gender parity, sexuality, ethnicity, physical (dis)ability, mental health or any other part of society… Continue reading #Pride: Why LGBTQ+ allies matter
Feedback matters to us all. Whether we like it or not, we need to hear other peoples’ opinions about us, our actions and behaviours, our company, our products and services. The majority of feedback is intended to help, add insight or value and drive change or reinforce behaviour. Whatever the intention of the feedback provider,… Continue reading 5 Feedback Fails, and how you should deliver it!
So following on from last week’s post, where I talked about The Right Way to Start a New Role, and I mentioned the need to constantly make things simpler. Complexity simply makes it harder to achieve our desired outcome – and if we are all really honest, we all naturally tend to over-complicate tasks that… Continue reading Why “just one thing” is the best way to fix work challenges