How positive is YOUR Voice of Customer

voiceofcustomer

I was thrilled to be asked to contribute to a very important piece of writing recently, compiled by freelance journalist Jennifer Lane on behalf of CX insight gurus, Feefo. We all know that Voice of Customer (VoC) feedback is a critical success factor in determining our CX standing in the marketplace, although Customer Satisfaction (CSAT) […]

Customer Service lessons from the 18 Rules of Happiness

Follow the rules

If you haven’t watched this award-winning biographical film, starring the awesome Will Smith and his (then) young son Jaden, then where the hell have you been for the last 15 years!?  I think I’m on my 10th watch so far – and I’m not done yet because there are some great customer service lessons in […]

Staff retention strategies to avoid The Great Resignation

exit door staff

As we know, our energy flows to where our attention goes and it seems, EVERYONE’S attention is now focused on the phenomenon that is being referred to as The Great Resignation, as we all begin to move forward into the ‘new normal’ World Of Work (WOW!) Personnel Today gave a big shout-out to Culture Amp […]

Klopp vs Pep – are you having a laugh?

Klopp Pep

In just a season, our beloved Jurgen Klopp (Liverpool’s best ever Manager since Shankly, for the non-football fanatics among us) moved from the number #1 spot as the World’s Best Football Manager to number #3, with Man City’s Pep Guardiola knocking him off the podium to claim pole position this season. Even if you’re NOT […]

Time flies – whether you’re having fun or not!

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This week, I’ve been reminded (yet again) that there’s no time like the present – time flies and life is indeed a present, a precious gift, if you choose to savour every minute of the time you have, as this beautiful story at the end of today’s blog confirms. We know that time waits for […]

Take a leaf out of the Scousers book

John Bishop comedian

No, I’m not referring to my partner in crime, David Cross, although I will have to admit he IS just as funny as the Scouser I’m talking about today. Must be something about people from Liverpool – they just have funny bones, wouldn’t you agree? 🤣 Ex medical rep and semi-pro footballer, award-winning comedian John […]

Row, row, row your (own) boat!

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I attended a brilliant webinar recently, delivered by Simon Rickman of PEAK Performance & Potential Ltd, facilitated by the CPD Standards Office, all about this evolutionary phase of the working world we’re entering into post-COVID – and how organisations can effectively transition people back into the workplace. Simon and I concur on a number of […]

Sleeping with my boss!

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Not sure who deserves a medal the most, yet I stand tall & proud to admit I’ve been sleeping with my boss since we launched on Valentine’s Day 2001 and all in all, it’s been a blast – I mean, not many of us can own up to that sort of saucy claim now, can […]

Nowt so queer as folk…as they say up North!

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Well, we’ve all heard that old saying “the ONE thing we human beings have in COMMON is that we are all DIFFERENT” and as they say in Yorkshire…. “There’s nowt so queer as folk” When we consider the whole Diversity, Equity, Inclusion (DEI) agenda in its truest, broadest form, then our workplaces and society as a whole, still […]

Add a dash of colour to your life

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Image consultancy Colour Me Beautiful were the first in line back in the 1970s to teach business leaders a thing or two about how to dress to impress in the world of work, in order to enhance their personal presence and business aura. I was fortunate to have worked for the greatest Investor in People […]