Why process STILL matters in CX

In almost every role I’ve ever worked in, at some point, I’ve become involved in process.  Whether documenting for the first time or most often leading transformation session to simplify, scale and modernise process, the conversation invariably lands on whether process is an outdated way of managing customer experience.  With advances in technology, the much-vaunted… Continue reading Why process STILL matters in CX

Brexit marks the end of a golden age for Britain

I was born right around the time that the debate across Britain was hotting up – should Britain join the “Common Market” as it was then known.  My family, being left-wing were generally against the idea of connecting up with Europe and handing over power abroad.  It’s not that they weren’t liberal and progressive in… Continue reading Brexit marks the end of a golden age for Britain

Part 1: Should premium products come with premium service?

Over the festive period, I was fortunate enough to escape away to the Caribbean.  Due to the length of the flight, hubbie and I opted to fly international first class both ways.  A week of luxury living starting and ending with luxury flights got me thinking about premium service.  Should premium products come with premium… Continue reading Part 1: Should premium products come with premium service?

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!

The Sales – Customer Success Dynamic, and 5 ways to fix it!

When I started my career, many moons ago, I was in sales.  I had a bolshy boss from London who typified the late 90s in attitude and behaviour.  His approach was to get the deal done, then let others sort out any issues.  My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!

How to clear your emotional debt

Here’s a question – why is that team building days so often involve doing physical stuff together? Surely so-called management away days should be all about building strategies, and time huddled around a flip chart brainstorming would be the best use of the day, right? We’ll come back to that question later, but in the… Continue reading How to clear your emotional debt

New versus legacy airlines – who wins on service?

My husband and I were privileged enough to have a wonderful holiday in Taiwan recently.  It’s a fantastic country that I would highly recommend  anyone visits to discover the best of Asia.  As is often the case, rather than flying to Taiwan directly, we took the opportunity to fly on 5 different planes with 3… Continue reading New versus legacy airlines – who wins on service?