Are you challenging you people enough – or too much?

I believe that my people are capable of ANYTHING.  No, really, I genuinely  see no limitations to their potential.  It took me years to feel so confident in the team I work with, and I feel proud to be in this head space.  When you believe in your people; you trust them, and their decisions;… Continue reading Are you challenging you people enough – or too much?

Why you need a strategy day

When did you last read you strategy plan?  In fact, when did anyone else recently read your strategy plan?  Is it locked away in a folder, ignored and languishing?  The day job sometimes gets in the way of pausing to think about the bolder ambitions you set out to achieve, and this dramatically slows down… Continue reading Why you need a strategy day

Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update

How to make a workshop really work

We’ve recently been through a really busy period at work – it’s a time when it’s all hands to the pump to get the job done; requiring lots of planning, flexibility, team commitment and thinking on your feet.  It’s very easy after such a busy period to sit back and sigh with relief.  But whilst… Continue reading How to make a workshop really work

6 tips to get your strategy back on track

Many of us will be in the process of carrying out quarterly reviews, checking budgets and revenue progress and making sure we are on track for delivering our 2017 goals and objectives.  At this point in the year, it’s also a great time to check back on your bigger plans, strategy and vision and make… Continue reading 6 tips to get your strategy back on track

The curious tale of “nana’s diary”

On a recent visit to a business, I came across a very strange practice.  I met a bunch of dynamic, bright and articulate people, working really hard to deliver a great service to customers.  They are well respected and very efficient at what they do, they have relatively clear processes and  a solid understanding of their… Continue reading The curious tale of “nana’s diary”

5 superpowers your customer team should have

We’ve entered into one of our busiest periods at the moment, and we’ve worked hard on planning and preparation to ensure that we deliver the best possible experience, despite the volumes of work.  A key part of that preparation is thinking about the customer facing people, and how ready they are for the extra work.… Continue reading 5 superpowers your customer team should have