Managing performance is a key aspect of any leadership role. Enabling people to be at their best is pivotal in building employee engagement and delivering the best customer experience. Here's our tool kit to help manage the performance of your team.

Given our expertise we have set our our own beliefs and values of what is necessary to ensure that managing performance is undertaken effectively. We acknowledge that every company and organisation is unique but our experience tells us that these beliefs and values can be applied to good effect across all organisations. Read through these and ask yourself how can they be applied where you work.

When it comes to leadership and management, managing risk is something that we don’t always talk about. Yet all businesses have risks. For example, what happens if you lose a key customer? What if an important member of your team decides to leave? How can you react if your business grows and you do not have the resources in place to handle the extra demand? Here are our top tips to identify and manage the risks in your business.

It’s very tempting to spend lots of time, energy and money on creative ways to give the very best customer experience. However, this all goes to waste if we let our customers down by failing to deliver the basics of customer satisfaction. Unless we do these basics brilliantly our precious resources will be diverted to handling more and more customer complaints.

The Institute of Customer Service has just published their latest UK Customer Satisfaction Index (UKCSI). This now highlights the key dimensions that drive customer satisfaction: customer experience, complaint handling, customer ethos, emotional connection and ethics.