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

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

Embracing cultural difference

Over the past few decades, better education, new technology, cheap airline travel, EU membership and the reduction in red tape for travellers has resulted in the world becoming noticeably smaller.  For my grandmother, the prospect of visiting my father in Aden during his military service was a once in a lifetime event, taking a lot… Continue reading Embracing cultural difference

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

Have we become too familiar with our customers?

Have you experienced any of the following recently in conversations with friends or relatives – sarcasm, flippancy, disrespect, unhelpfulness? Perhaps the relatives out-stayed their welcome when visiting over Christmas; or perhaps a friend got a bit too merry at the Christmas party and came across in a bad way.  Whilst we (for the most part)… Continue reading Have we become too familiar with our customers?

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