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
Human Capital
The Employee Engagement Profit Chain
The motherlode of wealth runs not through the executive corridors but through the vocational landscape of frontline employees.” I know I quoted this, from “Firms … Read more
Opening the Motherlode of Business Success
What is the key driver of the success of your business? Pause and take some time to think about the answer to that question. When … Read more
Mitigating the Cost of Living Crisis
Energy, food, fuel – the costs of all the basic essentials of life are increasing dramatically and rapidly. No wonder there is concern about inflation … Read more
Searching For Better
There can be little doubt that the world is in crisis. The number of issues humanity is facing seems to increase daily. Soaring inflation and … Read more
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
Motivation: The Key to Building Talent
“Motivation is the reason that people develop talent in the first place.” That line from Adam Grant’s book “Give and Take” really made me stop … 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