Why managing expectations matters more than ever

I love my newly adopted home country, Portugal.  The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure.  A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever

Feedback: Are you getting enough of it?

Despite the somewhat “click-bait” title, this week’s post is a serious one. As a new member of the Unbabel team, during one of our lunch roulettes, a group of us from different departments were chatting through objective setting, performance reviews and the tools we use to do these important tasks. At a certain point in… Continue reading Feedback: Are you getting enough of it?

How do I reward customers without spending a penny?

So if you clicked through to read an article on creating / rejuvenating an advocacy programme for free, then I’m afraid you’ve come to the wrong place – there is no quick fix or magic spell for a fully-fledged nurture programme for your greatest fans!  If you’re looking for a handful of cost-effective and simple… Continue reading How do I reward customers without spending a penny?

CX Learnings from Wine Tasting in Napa Valley

On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley.  I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley

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

The importance of a warm welcome

My very good friend Steven always jokes that as a a lowly Blue member with British Airways Executive Club frequent flyer scene, the only perk he can expect is “an extra warm welcome.”  It’s a phrase rattled off every time you board a British Airways flight: “…and an extra warm welcome to our British Airways… Continue reading The importance of a warm welcome

Recruiting – first impression count

Over the years I’ve interviewed 1000s of candidates and I’ve also been interviewed by many different companies in various industries & countries.  Despite global unemployment levels, the best candidates are actively being sought – so how do you attract the right candidates and avoid loosing them to the competition? First impressions count – your recruiting strategy, recruitment partners… Continue reading Recruiting – first impression count