+44 (0) 1604 212505

Our Blog

Our Blog

What to do when things go wrong

Paul Beesley : April 17, 2017 10:00 pm : Blog, Customer Service, Leadership

What to do when things go wrong? Last week’s eviction of Dr. David Dao from the United Airlines flight went viral. Not the kind of publicity that is welcome. Whatever the reason for the passenger being removed the whole episode proved to be a serious public relations gaffe that damaged share price as well as reputation.

United have since apologised. Dr. Dao has been patched up in hospital. The airline has now reviewed its policies on overbooking passengers and accommodating additional flight crew.  So now that the dust has settled what lessons can we draw?

Our advice to United Airlines or anyone else caught out when things go wrong is quite simple – use the 3 R’s. Here’s what we mean:

Read more »

Leave a response »

Listening is far more than hearing

Paul Beesley : March 25, 2017 2:07 pm : Blog, Customer Service, Employee Engagement, Leadership

Listening is far more than hearing

Listening is a key part of employee voice

Giving employees a voice is a recognised driver to increase employee engagement. People need to feel they can contribute ideas and improve things that aren’t working. Listening, rather than just hearing, is therefore essential. 

Read more »

Leave a response »

Higher levels of employee engagement boost customer satisfaction

Paul Beesley : February 18, 2017 12:56 pm : Blog, Customer Service, Employee Engagement

customer service excellence plus logoThis headline is a direct quote from the UK Customer Satisfaction Index (UKCSI) published by the Institute of Customer Service (ICS) in January 2017. This report goes on to say that a 1 point increase in employee engagement is likely to give a 0.41 point uplift in customer satisfaction. And we know how well customer satisfaction improves profitability..!

Read more »

Leave a response »

The Science of Persuasion

Paul Beesley : January 29, 2017 2:32 pm : Blog, Customer Service, Employee Engagement, Leadership

Influencing others is essential in business. Whether in sales, design, management or anything else how we persuade others is key to our success.  So is persuading others an art or a science?

Life is a negotiation. We can rarely, if ever, succeed by ourselves. Therefore it’s very important to understand the science of persuasion. Only then can we practice it so it then becomes an art form.

I have always been struck by the work of Dr. Robert Cialdini. His views on the science of persuasion are well respected but not always that well known. He has studied what works and what does not work in influencing others. What’s more is that Cialdini’s work is ethical and low cost.  Take a look at this short video and see what work’s for you:

Read more »

Leave a response »

How to make your New Year resolutions happen

Paul Beesley : December 31, 2016 1:41 pm : Blog, Leadership

Goal setting image Happy New Year! And welcome to the season for New Year resolutions. I expect that my local gym will be full and that lots of people will be watching not only their portion size but what’s in their portions too. Until at least February… Apparently most New Year resolutions fail to go beyond even the first two weeks of January.

Read more »

Leave a response »
« Page 1, 2, 3, 4 ... 12 »

Employee
Engagement

Leadership &
Management

Customer
Excellence

Employee Data Analysis