Why is Customer Centricity such a relevant issue today?

Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?

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

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

Good leaders and managers are known for their team, not just themselves

A former colleagues on LinkedIn shared a comment in a recent post which I really liked: “A boss has the title, a leader has the people” – Simon Sinek Simon Sinek has said a lot of very bright, intelligent and true comments in his time, but this is one of my favourites.  If you have… Continue reading Good leaders and managers are known for their team, not just themselves

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?

Four signs of strong team spirit

Over the festive season, I reflected on the many challenges, successes, meetings and engagements I had the opportunity to be involved in throughout 2018.  Both with my current employer, Mercer, and with many other meetings with other businesses beyond the day job, I reflected on what the most productive, enjoyable and effective activities I was… Continue reading Four signs of strong team spirit

Why consistency, ownership and being human matter most in customer experience

My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same.  Stiff competition, tight budgets, demanding customers and a need to evolve.  Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience