Life is full of small victories – here’s why they matter

Over New Year, my husband & I flew off to Northern Lapland to spend a few days with friends and family.  At this time of year, it’s a magical place covered in deep white snow, and temperatures plunging below -25 celsius.  It’s also Kaamos, where the sun never appears above the horizon for many weeks.  It… Continue reading Life is full of small victories – here’s why they matter

What year end messages should you be sharing with your teams?

As the year draws to a close, it’s always a good time to reflect.  The end of another year and the imminent start of the next is a perpetual cycle, and there’s certain things that you should be doing with your team.  The end of the year for me drives 4 key actions: remember, reflect, plan,… Continue reading What year end messages should you be sharing with your teams?

4 techniques to motivate your people

Those amongst us who are wise have started planning for 2018, and the various deliverables we need to achieve, I was reflecting on how best to drive motivation with my team.  As with any experienced manager, I have a few tools in the armoury to help me and the team achieve what I know we… Continue reading 4 techniques to motivate your people

Should you ever say sorry at work?

As I said to my boss recently, sometimes we all decide to use an attention-grabbing byline.  Of course you should say sorry at work, just as much as you should at home, or on the street when someone bumps into you (OK, the latter is just a quirk of the British character!) So back to… Continue reading Should you ever say sorry at work?

How to tell your customer experience story

I’ve been working on building out a 4-year vision on what our customers should expect from us – notice that I didn’t say what we will deliver to our customer, or what products our customers can buy from us.  The most engaging customer experiences are built around the customer’s perspective, and writing it as a… Continue reading How to tell your customer experience story

Handling a boss situation!

This week’s blog is about the sensitive subject of challenging bosses. We all have, at some point in our career had a boss who doesn’t listen, or even worse, thinks they listen but really doesn’t. I’m going to share 3 scenarios from my own experience, and advice on how to handle this – and I… Continue reading Handling a boss situation!

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