21 December, 2014

12 touch points for managers to engage with their employees

Research from the Engage for Success movement tells us that those companies and organisations that consistently engage their people perform the following actions and perform them well: Provide employees with leadership that acknowledges the past, reco...

30 November, 2014

How failing to meet customer expectations can be business suicide

I was recently invited to attend a seminar – ironically on sharing best practice in customer excellence. The content looked really interesting, good for my continuing professional development. The venue looked attractive too. I freed up my diary and I qui...

11 October, 2014

When employee engagement delivers great customer service

It’s central London. It’s 9.05 am on a Tuesday, October morning. It’s busy. I have arrived at Victoria station via the Tube. My meeting starts at 10.00 am. Amazingly for me I have time to kill and I need a coffee. I want to tune in to my emails an...

28 September, 2014

4 Steps for Employee Engagement

Have you ever received poor customer service? Have you ever been left feeling bemused by the lack of interest shown by someone who is meant to be serving you? Have you ever felt that you are being a hindrance rather than a customer? The relationshi...

31 August, 2014

5 Steps for Effective Leadership & Management

Leadership qualities are being demanded of all managers today. Taking tough decisions and handling difficult situations are very much part of any leadership role. Leadership is very much about doing the right things – not just doing things right. O...