Ditch the manual

August 13, 2010
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I am a firm believer that creating an exceptional customer experience is all about people. It is about staff taking the time and effort to understand and appreciate that every customer is different and putting in the time and effort to surprise and delight them. To do this staff need to have the freedom to [...]

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The impact of sustainability on the customer experience

August 5, 2010
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In the previous post I examined the reasons why I believe customer experience has become vital for the long term economic sustainability of service organisations. I introduced the Triple Bottom Line of sustainability (balancing economic, social and environmental factors) and focussed on the economic element. In this post I am going to reverse the angle and explain [...]

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Why is customer experience vital for long term sustainability?

July 26, 2010
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Sustainability is a buzz word at the moment, whether it be due to a realisation that we cannot go on treating the world the way we have, without depleting its natural resources, or because businesses are engaging in a fight for survival for customers who crave cheaper, better and faster services and now also with [...]

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“Crush It!”

July 14, 2010
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Passion, hard work and hustle These are some of the lessons that are packed in to the superb Gary Vaynerchuk book “Crush It!” In “Crush It!” Gary Vaynerchuk (@garyvee) reveals that we can all cash in and make a living by building a business around our greatest passion or hobby. He enthusiastically explains that the [...]

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The #21days challenge – now is the time for change

June 24, 2010
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Is there something that you would like to change to improve your life in some way? If you’re like me then I am betting there are loads of things that you would change, if only you had the energy, willpower, time, resources, help and so on… Personally, I would like to run everyday, write more [...]

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When your customers are like Bambi

June 21, 2010
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A couple of weeks ago I was cycling along one of the quiet country lanes on my journey to work when a young deer appeared from within one of the hedges. Startled, the deer took one look at me slowing on my bike, began panicking and rushed hurriedly down the lane looking for the nearest [...]

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Preparation is vital, every time!

June 2, 2010
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On Sunday I completed my second ever Plymouth Half Marathon and am pleased to say that I made a slight improvement on my time this time around. However this is despite putting in far less training time this year and despite this improvement, I have never found anything so difficult! This years experience has reminded [...]

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The importance of Unlearning: An example from film

May 18, 2010

A couple of months ago I was introduced to the concept of Unlearning by this article on the Brain friendly trainer website. In the two months that have followed I have witnessed many examples of Unlearning that have highlighted it’s importance for business and society as a whole. This prompted me to explore the subject [...]

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Social media in the workplace

May 7, 2010

Anyone who knows me well knows that I am a big advocate of social media. I was disappointed to read a few weeks ago that ACAS released a warning to employers that employees could turn to social media sites such as Facebook to take “unofficial action” against them. HRReview reported on this and published the following poll, which with [...]

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Generosity in business

April 23, 2010

I have just finished reading the excellent Seth Godin book, Linchpin. Although Seth makes a lot of brilliant points in this book, there was one particular point that has stuck with me, which is that of generosity. Generosity One of the main themes running through Linchpin is that in order to become indispensable you must first [...]

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