How to motivate your remote working team

Since my first “proper” full time job after university, many, MANY years ago, I happened to work in work environments where colleagues, suppliers and customers happened to be remote.  In fact, not just remote, but overseas, speaking languages I did not understand, in time zones very different to my own.  When I fast forward to… Continue reading How to motivate your remote working team

Delivering operational transformation without budget or headcount

In my last post, we discussed why headcount increase should be your last resort, because extra headcount costs money, and instead you can almost always improve on efficiency, automation and cross-skilling / up-skilling.  A lean operation is a well run operation, and in normal times, everything runs smoothly and your customers and people are happy. … Continue reading Delivering operational transformation without budget or headcount

Why headcount increase should always be your last resort

In a recent conversation with a well-respected local CEO, I was asked for my honest input into his company staffing model.  The question focused on whether he needed to increase headcount in the customer-facing teams in order to drive up the quality and calibre of his customer experience.  My provisional response was no, and he… Continue reading Why headcount increase should always be your last resort

Learnings from Virgin: brilliant basics matter

In my years heading up customer service within the Virgin Group, I was inspired in so many ways and by so many of the amazing people who delivered ideas, experiences, services and products across the global customer base.  Being a creative set of companies, it was no real surprise that there were some fantastic concepts… Continue reading Learnings from Virgin: brilliant basics matter

Can you connect your brand to your values?

Before we go any further, of course you can, and we all know it, but whether your values have been gathering dust at the back of your office cupboard during Covid-19 crisis, or your mission and vision and brand and values and behaviours are all getting to be a bit too confusing, summer is a… Continue reading Can you connect your brand to your values?

Q&A: Customer Advisory Boards / Councils

In this week’s post, I’d thought we try a different format.  Customer boards have been around for quite some time, but have often been the preserve of mature businesses talking with their corporate and enterprise clients. In fact, for any business with clients who are bigger than them, a customer advisory board / council is… Continue reading Q&A: Customer Advisory Boards / Councils

4 employer responsibilities to remote workers

Over the past few months, we’ve seen countless posts and articles on remote working / home working / teleworking from the perspective of the employer – focusing on the practicality of making it happen, how to manage your staff, how to keep staff engaged and delivering and how to leverage technology to create a seamless… Continue reading 4 employer responsibilities to remote workers

Expectation Management – 6 simple reasons why it fails

You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow.  Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails

Part 3/3: Core elements you need for your customer communication quadrant

In my previous two posts, I introduced the concept of the customer communication quadrant, representing the four most significant reasons for your to interact with your customers, and integrating with the four most significant business levers.  Having considered the four by four factors, hopefully now you understand the diagram – the arrow indicates the level… Continue reading Part 3/3: Core elements you need for your customer communication quadrant

Part 2/3: Core elements you need for your customer communication quadrant

In my previous post, I introduced the concept of the customer communication quadrant, representing the four core reasons for a customer to interact with a business, and the four business levers this impacts.  I walked through the level of importance for the business levers on the first two factors, Connect and Resolve, so this post… Continue reading Part 2/3: Core elements you need for your customer communication quadrant