4 reasons bosses are struggling to accept remote working

In this week’s post, I wanted to address a topic that our cousins across the Atlantic have pretty well put to bed, but in Europe and Asia, remains a tricky and sensitive subject: remote working.  Wherever you chose to work right now, at some point in the near future, ALL roles and tasks delivered by… Continue reading 4 reasons bosses are struggling to accept remote working

Is your team’s happiness linked to customer happiness?

It’s a topic that comes up a lot – whether it’s when I’m talking with recruiters about my style of managing people, with senior management on the topic of addressing unhappiness in their teams, or  most recently, with inspired small start-ups who are looking to build a strong customer-centric culture from day one – is… Continue reading Is your team’s happiness linked to customer happiness?

Why “just one thing” is the best way to fix work challenges

So following on from last week’s post, where I talked about The Right Way to Start a New Role, and I mentioned the need to constantly make things simpler.  Complexity simply makes it harder to achieve our desired outcome – and if we are all really honest, we all naturally tend to over-complicate tasks that… Continue reading Why “just one thing” is the best way to fix work challenges

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?

The right way to start a new role

Starting in a new role gives you  unique window on a business.  For a short time, you see the opportunities and challenges through an untainted window.  With fresh eyes, it often feels easier to Know what you need to do and where you need to start.  It’s very easy to miss this golden opportunity in… Continue reading The right way to start a new role

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

How to clear your emotional debt

Here’s a question – why is that team building days so often involve doing physical stuff together? Surely so-called management away days should be all about building strategies, and time huddled around a flip chart brainstorming would be the best use of the day, right? We’ll come back to that question later, but in the… Continue reading How to clear your emotional debt