This week’s blog is about the sensitive subject of challenging bosses. We all have, at some point in our career had a boss who doesn’t listen, or even worse, thinks they listen but really doesn’t. I’m going to share 3 scenarios from my own experience, and advice on how to handle this – and I… Continue reading Handling a boss situation!
It happens to the best of us: sometimes; without warning, your star performer decides it’s time to move on. With the words of Gloria Gaynor‘s famous anthem, “I will survive” ringing in your ears, here’s 4 tips on what to do to keep your business plans on track. Are they really going to move on?… Continue reading When your star performer moves on – 4 tips to keep your plans on track
On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley. I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley
In this week’s blog, I thought I’d throw down a challenge to those of us who are line managers, especially those responsible for teams that are delivering to customers and clients directly. Having recently experienced some great and some not so great service which had been directly impacted by the line manager of the person… Continue reading Respect and trust your employees!
A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on. The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service. It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”
In a recent conversation with a team member, we touched on traits and behaviours. She gave me some feedback that I focus more on the outcome and don’t always consider people’s feelings when I am communicating. I rationalised this comment – on Myers Briggs personality classification, I’m “ENTP”. For those not familiar with Myers… Continue reading Impacting your success through your behaviour
Mercer certainly wasn’t my first job, but more than any other role, my passion for diversity and inclusion, and in particular LGBTQ+ issues has really come to a fore – so what triggered this? I’ve been gay all my life – although not always open. I understand how it feels to be on the outside;… Continue reading Why I became involved in diversity & inclusion: #InThisTogether