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
So you reckon you’d rather like to earn status with your preferred airline to get priority security and boarding, unlimited lounge access, complimentary champagne, and a shiny metallic card to allow you to sashay past other passengers? This week, I’m offering a crash course in attaining status and building your frequent flyer habit! Don’t go… Continue reading Tier Point Runs for beginners
Everyone has faced / will face many hurdles and challenges in life – work, home, love life. It’s part of growing up, and becoming who we are. Dealing with work challenges can be really tough, as we often feel the need to hide our true feeling as we work through the change. Having recently faced… Continue reading 4 tips on getting over a negative work situation
As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes. So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews. Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective
Recently, a contact whose opinion I value gave me some feedback on my blog. They told me that whilst they liked the narrative style, it felt like sometimes my message got a bit lost in my thoughts. I really appreciated someone telling me that. In well over 100 posts, I haven’t really heard what people… Continue reading 3 tips to making your voice heard
As you career grows, so do you. Sometimes your career path charges forward, other times it feels like it stumbles and stalls. That’s OK, your career, like life is a journey. On that journey, there are times when a little extra help will be of benefit. If you’ve already chatted to your peers and your… Continue reading The difference between manager, coach & mentor.
I was trying to engage a colleague in the supposition that the most engaging and addictive customer experiences tend to be the most data driven. My colleague (an ardent fan of delivering customer delight) looked at me strangely and asked, “surely the best customer experiences are driven through the human interaction with customer success rockstars?”… Continue reading A story about how data powers your customer experience