Why Employee Engagement Efforts Are Failing
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
experience
Customer Experience Comes from the Hearts of Your People
“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
Why You Need Employees – and Especially Engaged Employees
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
Redundancy: When will they ever learn?
As long as you continue to manage people as costs, rather than as assets, redundancy will always remain an attractive option. Even if redundancy is not a “knee-jerk” reaction to bad performance it certainly can seem like it. At best it reflects badly on management and calls into question their ability – and therefore their right – to oversee a large organisation. Why?
People as Assets – A Practical Proposition
The challenge Last week we looked at the statement “people are our greatest asset” and found that it was more than a cliché. The definition … Read more
Poor Customer Service: What is it with banks?
It is not the customer who is the source of profit, but the service provided to customers.
Naked Nights: Diary of Customer Service on a Trip to Tunis (5)
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
Naked Nights: Diary of Customer Service on a Trip to Tunis (4)
Day 6: The Return Thus it was that 5:30 a.m. the next morning saw me sitting on my computer bag trying to fit in all … Read more
Overcome the Negatives of Globalisation
We all know, and it is universally acknowledged, that globalisation has dramatically increased competition and created unprecedented demands to be more responsive to customer needs … Read more
Does it have any real value?
You do not have to be over 21 to have experienced it. Nonetheless, the likelihood is that if you are over 21 you almost certainly … Read more