It is not about relativity; it’s about relationships. When you recognise this more people-centric approach and build your business model around it, you will witness the transformation it creates and bask in the success it brings – success that is sustainable.
Thus the slip between cup and lip, strategy and implementation, can be enormous if your focus is wrong and your people are not fully engaged. So make sure when you set customer experience as a measure that it is something over which you have total control and that you are not setting yourself up for failure.
It’s quite remarkable! In a world of incessant change it is a barometer of consistency. It never seems to change. Recent surveys indicate employee disengagement … Read more
“Customers will never love a company until the employees love it first.” That quote from Simon Sinek caught my attention this week. It seems so … Read more
It started before the “Great Recession” but that period of economic history has seen it proliferate even more. Certainly reports suggest the trend of hiring … Read more
Included in yesterday’s reports of falling UK unemployment was a statistic that a record number of people are self-employed. You cannot help wondering what this … Read more
The divide between leadership and management is being perpetuated and exacerbated by our modern systems.
Increasingly sophisticated systems have accelerated business to the extent they have thrust decision-making ‘down-the-line’ and created what is popularly called distributed leadership or decision making. That is a good thing, but unfortunately, with their built-in and rigid controls to anticipate and cover every possibility, they have, paradoxically, also taken away the decision making capability from the people who operate them.
Rigid rules bankrupt customer service and ultimately businesses too!
It is not the customer who is the source of profit, but the service provided to customers.
Lessons: Service Hell versus Helluva (Good) Service My latest trip to Tunis was a marked contrast to my previous 3 which had all been uneventful … Read more