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
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
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
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?
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
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
For anyone who has every been diagnosed with depression or anxiety (and equally importantly, for anyone who has not yet felt ready to open up to family, friends or medical practitioners about their mental health concerns), Covid-19 is a huge challenge. Whether you have been affected directly, whether you know people who have been infected… Continue reading Covid-19 and mental health: It’s ok to not be ok
In one of my earliest customer facing sales roles, and the first b2b role I held, I had a boss who thought himself shrewd, wily and customer -savvy. He always achieved his numbers, often had the highest sales and the most “net new names” accounts. His strategy was simple and effective – to put customers… Continue reading Why “let sleeping dogs lie” is not an option when dealing with customers.
The financial impact of the Corona virus is likely to be considerable – at a micro and macro level, we see the fragility of world trade, the impact of globalisation and the inter-dependence of economies on each other. As the impact of the Corona virus starts to affect the economy, reducing demand and risking jobs,… Continue reading How to survive a salary reduction
In a recent post, I asked the question, “Should premium products come with premium service?” I concluded that this would very much depended on what your product and marketing teams committed to your customer. So if your business does positively promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service