Customer Service: When will they ever learn?
It was a day when the words of the old song came to mind! The lesson began when I read that, after the 9/11 attack … Read more
Customer Service
PONG – What a stench!
Unless you’ve been out of the UK for the past week or so, you will undoubtedly be aware that P&O Ferries has been in the … Read more
Adaptability: Key to Sustained Organisational Success
“In this world nothing is certain but death and taxes.” Benjamin Franklin may have been correct about the inevitably of death and taxes, but they … Read more
Realise Your Greatest Asset
“Our people are our greatest asset” How often have your heard that statement from an organisational leader? I bet you have and more than once! … Read more
Building Your Brand
As a business leader you invest a fair proportion of your time in your organisation’s brand – consciously and unconsciously. Your efforts are conscious when … Read more
How to Build Proficiency
To communicate effectively you’re going to need Information, which becomes Knowledge, which leads to Experience, which leads to Proficiency, which gives you Wisdom, which gives … Read more
How’s Your Customer Service?
I bet you are doing more to monitor customer experience than ever before. That’s a pretty safe bet because technology has simply made it so … Read more
Meeting The Need For Transforming Leadership
In his book, “Leadership” the Pulitzer Prize winning author, James MacGregor Burns defines leadership as, “The reciprocal process of mobilizing, by persons with certain motives … Read more
How Silo-thinking Spreads, Smothers Synergy and Suffocates Strategy
Silo-thinking: even if unfamiliar with the term, you are likely familiar with its effects. That’s because the root of silo-thinking is differentiation and distinction. And … Read more
How to ‘Bazooka VUCA’
VUCA is an acronym increasingly widely used to describe the operating climate you, like most organizations, face today: Volatile, Uncertain, Complex and Ambiguous. This environment … Read more