Three things you shouldn’t say to your customers

My husband and I made our annual pilgrimage to Helsinki to celebrate Finnish independence day, and I decided to book us into a hotel chain that we don’t usually use, just to have a different experience.  With fantastic views, pretty decent reviews and an uber-cool cocktail lounge, we were looking forward to a fabulous weekend.… Continue reading Three things you shouldn’t say to your customers

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

Managers, are you listening enough?

As the year draws to a close, many of us are taking stock of the year – what went well, what missed the mark, and ideally, what we might do differently in future.  As a people manager of almost two decades, I look more closely at how I did for my people than most other… Continue reading Managers, are you listening enough?

Why we need to stop talking about change!

In a recent conversation with Rich Tuff, a member of the Mercer UK executive, we were discussing change, and how for some businesses it is celebrated, whilst other businesses fear it. Rich pointed out that kids are exposed to more information by the time they start school than many adults experienced in a lifetime compared… Continue reading Why we need to stop talking about change!

Is a personalised customer experience always necessary?

Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal.  Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience.  Many small business worry that they… Continue reading Is a personalised customer experience always necessary?

Why you don’t want too many “A4 types” in your team

I’ve recently been fortunate enough to travel to 78 degrees north to the amazing islands of Svalbard, the most Northerly inhabited place in the world. A strange place of extreme temperatures, polar bears, glacier and icebergs, the Norwegian friends who I accompanied on the trip proudly showed off this amazing corner of the world.  Late… Continue reading Why you don’t want too many “A4 types” in your team

CX5/5: From reactive to proactive customer relationships

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the fifth of five posts, I’ll focus on moving from reactive to proactive customer relationships. In… Continue reading CX5/5: From reactive to proactive customer relationships