In a recent post, I asked the question, “Should premium products come with premium service?” I concluded that this would very much depended on what your product and marketing teams committed to your customer. So if your business does positively promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service
I’ve spoken to so many former colleagues, acquaintances and friends about mental health, and the negative effect it can have on both home and work life. It occurred to me that an approach that I was using to manage stressful situations in my dealings with work might also be helpful for others. It’s not necessarily… Continue reading #MentalHealth: managing workplace stress
In the process of speaking with businesses, whether to work for them or with them, one thing I always check out are their values. It’s a great indicator of what they hold dear, how complicated they make the internal culture (and a handy indicator of where past cultural issues may have been!) For some, they… Continue reading Values and behaviours – why they really matter at work.
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
My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico. We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques. I wanted to share observations on customer experience from my trip to Puerto Rico. In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches
My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico. We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques. Puerto Rico is actually a commonwealth, rather than a state within the Unites States, and for visitors… Continue reading Customer Experience in Puerto Rico: Part One – the human touch
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?