Have you sussed what makes your team ‘tick’?

Two of my workshops this month have focused on employee engagement. What’s that got to do with the customer experience you ask? ….Well, have you ever had a good customer experience when served by someone who wasn’t engaged? This post has now moved You can read it here  


A Ray of Sunshine

I wasn’t in the best of spirits when I boarded the train home from Manchester yesterday. I’d already been kicking myself I hadn’t booked a taxi from my client’s premises as when I left it was pouring with rain; so naturally there wasn’t a cab in sight. Arriving at the station with only minutes to […]


Little hinges swing big doors

Some years ago I was fortunate enough to interview one of my mentors – Peter Thomson, and he shared an expression “Little hinges swing big doors”. I was reminded of this today when I learnt that it is NHS Change Day. It really doesn’t take much to make quite a marked difference to someone’s perception […]


5 ingredients to deliver a consistent customer service

With Valentine ’s Day last Friday no doubt you had plenty of messages about love. But will all those who sent you these messages still love you tomorrow; or was it just a flash in the pan? Make your customers feel loved every day, not just on Valentine’s Day. Consistency in customer service is without […]


What do your customers remember most about their customer experience?

On the 12th day of Christmas my true love gave to me…  A truly Memorable Last Impression What’s the very last thing your customers see, hear, smell, taste or feel as they leave. What will your customers remember most about doing business with you as they drive off into the sunset? Whatever happens in the […]


Add value for your customers

On the 10th day of Christmas my true love sent to me… A problem solved Solve your customers’ problems as an opportunity to add value. Be proactive and be one step ahead of your customers by offering them things they want. This involves listening and responding, but also imaging what else either complements what you […]