This 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...
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 ourse...
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...
'Your most unhappy customers are your greatest source of learning’ is a quote often attributed to Microsoft founder Bill Gates. How do you view and handle your complaints? Are you really using every opportunity to turn those ouch! moments in to wows! Ca...
Leadership versus management is a topic that is often discussed and debated on our leadership and management development courses. Which is the best? Are they the same? Does it really matter what you call it, so long as you are doing the right thing the ri...
