I was chatting with a business acquaintance recently, who expressed frustration at their manager – weak decisions, unclear plans, always caving in to other managers and not supporting his own team – this manager sounded feckless to me. Feckless? What sort of antiquated word is that? The origins of the word date back to the… Continue reading Feckless manager? Here’s what to do about it!
Whilst this post was intended to focus on the motivation of your strongest advocates, your champions, I hope you might first indulge me whilst I have a small rant! For those of us working on innovative solutions to old problems, one of the worst traps to fall into is misunderstanding the purpose of our product… Continue reading Why your product is NOT what the customer wants!
In every customer experience, there are good parts and bad parts. Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience. As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?
Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family. At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius. It’s also Kaamos, where the sun never appears above the horizon for many weeks. It… Continue reading Life is full of small victories – here’s why they matter
As the year draws to a close, it’s always a good time to reflect. The end of another year and the imminent start of the next is a perpetual cycle, and there’s certain things that you should be doing with your team. The end of the year for me drives 4 key actions: remember, reflect, plan,… Continue reading What year end messages should you be sharing with your teams?
I recently took part in an interview withJulia Streets and Andy Woodfield for Divercity Podcast, a series of podcasts focused on helping organisations and individuals drive change in the field of diversity and inclusion in financial services. The topic of conversation focused on the role of allies in diversity and inclusion. As Co-chair of Mercer’s LGBTQ… Continue reading The role of allies in Diversity & Inclusion
With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”. In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!