I’m shortly loosing one of the star performers in my team – she is moving on to a new, demanding challenge elsewhere. I’m gutted that she is leaving, and despite my constant jokes with her, I’m also really sad. When I was chatting about this with an acquaintance who happens to be leaving his current… Continue reading How you treat your leavers has an impact on your team
In both the “official” day job as Customer Experience Leader and the additional role of Co-chair of the LGBTQ+ network, I need to engage, educate and empower the people around me. In a number of recent interactions, it struck me that there’s a fair few areas of overlap in how you do this. It’s not… Continue reading Nurturing employees and customers is remarkably similar
I met a rather senior acquaintance for drinks the other week. Following a promotion, they are tasked with turning a relatively strong performance service team into “best in class” champions of customer engagement. My acquaintance wanted to kick around a few ideas on this rather exciting project – and highlight a few concerns. Modern business… Continue reading Balancing budget with ambition in CX
Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!) It’s an issue I’ve faced on more than one occasion, and I haven’t always got it right. A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing
As part of my own development, I recently received 360 degree feedback from peers, my direct reports and the management layer above me. It daunting to hear what people think and feel about you, so in this post, let’s look at why feedback matters, and how you might respond to it. Let me start by… Continue reading Why feedback matters (and how to respond to negative feedback)
Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?
If you wants to deliver a differentiated service to mark you out from the competition, the first place to look is within your existing team. Your best people deliver your values and behaviours in their customer interactions, but from a line manager’s perspective, it’s not easy to bring these aspects to life in brief weekly… Continue reading Creating a coaching culture