Stress – managing nervous system response

Whether you’re changing your job, attending a tricky meeting or presenting to a large group of people, that feeling of sweaty palms, thumping heart in your chest and throbbing headache are all signs that you are becoming stressed.  Any event in life will rarely cause us to be stressed, but combined with other decisions you… Continue reading Stress – managing nervous system response

5 observations when moving from a corporate to a start-up

I’ve spent a lot of my career working in newly formed and start-up businesses, and I have a real passion for being part of something new & exciting. However, for the last 3 years, I headed back to the corporate world to prove to myself that the skills I used in start-ups were fully transferable… Continue reading 5 observations when moving from a corporate to a start-up

The Sales – Customer Success Dynamic, and 5 ways to fix it!

When I started my career, many moons ago, I was in sales.  I had a bolshy boss from London who typified the late 90s in attitude and behaviour.  His approach was to get the deal done, then let others sort out any issues.  My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!

Can data show that 1 + 1 = 3?

Sat in a meeting with digital colleagues, our customer experience manager and our data scientist, as I listened to the conversation, as often happens, my mind began to wander.  Earlier in the day, I’d read a communication talking about who bringing two teams together is like 1 + 1 = 3.  It just sounded daft… Continue reading Can data show that 1 + 1 = 3?

Four reasons why I love mapping customer journeys

I’ve recently been doing lots of customer journey mapping, from “as is”, to “to be”,  and “dream state” customer journeys.  It’s really rather exhausting (especially when we are doing via video conference) and involves a huge amount of thinking, debating and re-working.  At the same time, it’s a very satisfying process, with lots of lightbulb… Continue reading Four reasons why I love mapping customer journeys

Four signs that perseverance won’t pay off

“When the going gets tough, the tough gets going“, so the saying goes.  If I’m honesty, I always felt a little confused by this statement. On the one hand, the meaning of “get going” could suggest “get on with it”.  But at the same time, “get going” could also mean “walk away.”  In this post,… Continue reading Four signs that perseverance won’t pay off

What do recruiting and dating have in common?

So you’ve lined up that first date – from viewing each others’ profiles, maybe connecting through a mutual acquaintance, exchanging messages, maybe chatting online for a while, but now if the big moment!   Will it be love at first sight? Is this “the one”? Nerves frayed, feeling red-faced and flustered, but also excited – who… Continue reading What do recruiting and dating have in common?