Why the customer service revolution is here?
Anyone who knows us understands exceptional customer service is what drives us… And any opportunity we come across to learn what other organisations are doing differently, we grab them with both hands. We don’t always try and create some new unique type of service; on many occasions we’ll learn from what others are doing and
What’s the true sign of great teams?
Great teams aren’t just about finding common ground… Common ground can help create unity and trust, and it can help lubricate collaboration. But common ground can also be a trap, it can reduce our willingness to discuss different perspectives. It can make us insular and cause us to reject good ideas that are not our
What’s the goal of all teams?
Whats your teams common purpose?
This week’s business book review is about a subject close to my heart… ‘Common Purpose’ written by Joel Kurtzman is about building teams who fit the organisations culture and are driven on by shared goals. Look, it’s even signed by the author. It’s not necessarily just about building winning business teams, it could be a
How to be an excellent service business?
How do you get too excellent in a service business? Good is a commodity and is the base line customers expect, but excellence will make you stand out in a crowded market. It’s about making sure your team feel they can take risks, without the fear of reprisals if something goes wrong. In team meetings
Which technology company would you choose?
Not long ago at an event organised for the print technology industry… I overheard a conversation between two photocopier salespeople from different companies. Both we’re in their 30’s, dressed in smart suits with open collared shirts, and looked very professional. Salesperson one said. “We gain our customers loyalty by tying them to long term contracts
When drunk do you walk in a random way?
When you get drunk you tend to walk in a random way… So, when writing a book about how random events rule our personal and business lives, Leonard Mlodinow came up with the perfect title: ‘The Drunkard’s Walk’. Mlodinow presents compelling evidence on how lacking we are when it comes to understanding real life probability
Why (at last) Nike see it our way?
At last Nike has come round to our way of thinking… Yes, that’s right, they’re launching a refurbishment program, taking returns of gently worn, like-new or imperfect footwear, and refurbishing them to be resold at Nike stores at a discount. Initially the program is being launched in 15 U.S Nike stores, but if it proves
Why our plant a tree campaign keeps growing?
It’s amazing, our plant a tree campaign just keeps growing… 24 more trees have been planted in March by Shiva Trust (our mental health charity partner) on behalf of our customers. Shiva Trust have 1,233 trees still unallocated, and this is where your help is required. You see, we plant a tree for everyone who
How principles can help you grow?
Do you organise your personal and business life through principles? Ray Dalio certainly does… For those of you who don’t know Ray Dalio, he’s the founder of Bridgewater Associates, one of the world’s most prestigious investment management companies. Dalio started Bridgewater from his 2-bed apartment in 1975, and through developing a series of life and