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

5 lessons learned about customer experience on a cruise

Our very good friend Steven is as hooked on cruises as much as we are hooked on flying.  He can tell you the size, weight, capacity and features on almost any cruise ship just from the name of the ship!  For quite some time, he’s been encouraging us to “give it a try”, and so… Continue reading 5 lessons learned about customer experience on a cruise

5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

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”