Category: Blog

Are you Worth More?

The US Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organisations with 100-500 employees provided just six minutes. And if this holds true for managers, how much...

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Employee Advocacy: More Valuable Than Retention

HR directors often cite retention as one of their top priorities, and according to Personnel Today, it’s one of the most important metrics for people analytics. It makes sense after all the investment that goes into finding the right people at...

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Fear of Failure

“One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” —Henry Ford Are you afraid to fail? If so, your fear of failure is likely to...

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Employee Experience and Awards: A Winning Combination

Employer branding and employee value proposition are familiar terminologies in our business environments, so do we really need Employee Experience to add to the mix? Often new terms can just seem like another word for a similar concept, however Employee...

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Employee Feedback: Are you Listening Carefully?

Feedback tools are part of a growing industry within the HR technology world that is enabling the possibility of real-time feedback. Gone are the days of the annual engagement survey which often took several months to return any results or...

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Habits of Highly Successful People

To reach success, we have to strive for the best we can be in every aspect of our lives, including how we feel about ourselves, and how we treat others. One of the great things about America is that many of...

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Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience.  In the Don’s sights this week is a heroic cabbie, and a sceptical train ticket inspector. To nominate who YOU want to see as future Heroes & Villains, get...

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Writing a ‘Knock Your Socks Off’ Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build market share and dominance. Sam Walton, the...

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Peer Motivated Shoppers: The Key to Building Loyalty

Today’s consumers are increasingly complex; motivated by a number of different and often competing drivers. They move seamlessly between instore and online, and their purchasing decisions can often be unpredictable, making it difficult for retailers to fully understand the journey they...

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Empathic CX: Making It Work

Empathetic interactions are all about seizing the countless invisible opportunities to surprise and delight customers by giving them information, engagements ,and experiences they will value at precise moments in exact places. Mobile messaging is brilliant at that. With an unrivalled reach...

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Giving it Your Best Shot: Aiming for Success

“The only person you are destined to become is the person you decide to be.”  —Ralph Waldo Emerson I have trained trainers and employees all over the world and have taught them to believe in themselves and their abilities.  I have...

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Employee Engagement to Employee Experience: Applying Existing Knowledge

Employee Experience is a relatively new area which has gained significant momentum in the last couple of years, culminating in a wide range of information being available on the subject. It has captured my interest for two key reasons. Firstly, with...

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Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

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Angry Customers Can Be Good for Business? Here’s How…

Frustrated customers are the worst nightmare for any salesperson. When people are dissatisfied and angry, their choice of vocabulary can often be very offensive. Trying to help a person who’s throwing bad words your way and provide them with guidance...

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Time to Get to Grips With Return Management

When a £25 pair of jeans costs £14 to ship and return, as well as the process of getting items back into inventory potentially taking up to ten weeks, clearly retailers have got a problem. And yet ‘free returns’ – and...

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Play a Peak Blinder: Preparing Retail for Seasonal Demand

Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of which there...

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The Rise of Bargain Days: Keeping Up with Customer Demand

Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has encouraged other retailers, such as PC World, to...

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Common Sense: How Taste, Touch and Smell can Save Brick and Mortar Retail

In September, Toys R Us filed for bankruptcy protection in the US. The firm, which was once the dominant player in the US toy market, has found it tough to compete with larger rivals such as Walmart and Amazon. Anyone unfortunate...

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Can CX Translate in Cosmopolitan Cities?

With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that characterise our societies. If we consider a cosmopolitan city like London ,with more...

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GP Circles: A New Model of Collective Leadership

The growing shortage of GPs and cuts in funding following the removal of the Minimum Practice Income Guarantee in 2014 provoked a big increase in workload at General Practices across the country. The problem was compounded at Jubilee Street Practice in...

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