17 March, 2019

Managing risk does not need to be a risky business

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.

23 February, 2019

Customer satisfaction – make sure you do the basics brilliantly

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.

28 January, 2019

What drives customer satisfaction?

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.

28 December, 2018

7 Steps to Implement Your Plan

At this time of year our thoughts often turn to making plans for the New Year. Much is said about setting a goal. I’d like to focus on how to make sure your goal is planned and achieved. Follow our 7-step process to lead and engage your team.

25 November, 2018

More evidence that employee engagement works..!

At Beyond Theory our message is simple - it's 'look after your people and they’ll take care of your business'. So we were delighted that see that our clients The Maids Head Hotel have been recognised by winning Norfolk's Best Employer Award 2018.