Why Employee Engagement is a Problem
Do you still find it? I do, and it doesn't cease to amaze me! Actually, I find it quite distressing – and not just because … Read more
Customer Service
Trust, Loyalty and Customer Service
How loyal are your employees? Of course you know the answer to that very important question. Don't you? After all, it should be one of … Read more
Are your people bothered?
"Am I bovvered?" This signature catchphrase of the British comedienne Catherine Tate, with her portrayal of a schoolgirl who displays a total lack of concern about anything, does not describe your … Read more
Is your message on song?
It's a bit of a cliché to talk about "all singing from the same songsheet" but perhaps the concept is more relevant than you realise. … Read more
Whose Head is in the Clouds?
I don't know about you, but industrial disputes just slay me. However you look at it, a business, by definition, is a group of people … Read more
What’s the Customer Got To Do With It?
Yesterday I rediscovered the joys of travelling by train in the UK and spent over 5 hours travelling for a lunchtime meeting only 32 miles … Read more
Are You Sabotaging Your Success?
"It is easier for companies to come up with new ideas than to let go of old ones." Peter Drucker. These words reminded me of "The … Read more
Will Your Principles Stand the Test of Time?
On the face of it, shareholder value is the dumbest idea in the world. Shareholder value is a result not a strategy… your main constituencies … Read more
On Pioneeering and Prizm!
One of the joys of pioneering an innovative new concept like ours, is the opportunity it gives to connect with other people who are thinking 'outside … Read more
Where Does Customer Service Begin?
In a recent blog Anna Farmery questions whether companies that claim to treat their employees like customers have it completely the wrong way round. While … Read more