Turning leadership on its head: Finding the leaders around you
At a time when, in my opinion, we are seeing a breathtaking lack of leadership handling the current global COVID-19 pandemic, I thought it timely to republish my article of…
Whose job is it anyway? The importance of accountability in the world of Customer Experience
I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ –…
Ten tell-tale signs that show you’re not that customer-centric
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…
How to build trust and engagement by being social
Did you know that 84% of CEOs in Europe and 94% in the US use social media? Did you also know that 80% of senior decision makers prefer to make…
What to do if your customer’s a jerk
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these…
The one thing most leaders forget about accountability
While it’s true that Accountability starts at the top, and that if leaders don’t walk the talk, and meet their commitments, it will be almost impossible to create a culture of accountability. Yes, if…
To keep your fickle customers, focus on repeatable great experiences
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets…
Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway's customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace…
The One Thing That Kills Accountability Stone Dead!
When you blame you give up your power to make changes The blame game - it's so easy. When shit hits the fan, the easiest thing in the world is to point…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…