Linking employee & customer engagement

I was in a workshop the other day, and someone asked me if you could link customer and employee engagement.  The answer is of course, yes, you can! But before we look at HOW you link them, let’s first explore WHY. Richard Branson makes it clear to all businesses that carry the Virgin brand –… Continue reading Linking employee & customer engagement

Tier Point Runs for beginners

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

Customer satisfaction versus profits – an aviation perspective

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

3 tips to making your voice heard

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

A story about how data powers your customer experience

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

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?

The importance of setting personal development goals

In a recent appraisal, I was challenged by my boss on setting personal development goals, asking me to articulate what I needed to work on to achieve where I want to reach.  To be honest, this was a bit of a curve ball.  Like many readers, I spend a lot of time focusing on developing… Continue reading The importance of setting personal development goals