A Christmas Moment

It’s once again ‘The Most Wonderful Time of the Year’ (or at least I think that’s what the song says!).  Of course in reality we’re all rushing about; trying to get work wrapped up before the break, make sure we haven’t forgotten Auntie Gladys’ annual consignment of ‘Quality Streets’ and grotto-ify the house with tinsel, twigs and baubles.But, in the …

Nothing Fails like Success

I’ve just been searching through my old notebooks to find a list of addresses of family and friends to whom I want to send festive greetings. It’s in one of them. Somewhere! Predictably I go through this exercise every year.  When eventually the list is retrieved I make a solemn vow to either create a spreadsheet or at least to …

Customers as Partners

How often do we hear words like; ‘We work in partnership with our customers’. Welcome to yet more rhetoric. It’s as if we say it often enough, loud enough, to as many people as possible, it will become more than wishful thinking. Rarely is your customer relationship a partnership, mainly because of the contractual arrangements, self-preservation and ego that gets …

Be Aware

The no-cost trick to gain more customers, more engaged colleagues and a more fulfilled life. How often have you travelled an oft-used route in your car, or on the train, and arrived safely at the other end with no recollection of your journey?  It’s not that you were asleep; simply that nothing caught your attention.  Perhaps your mind was elsewhere, …

Pandora’s Box – Creating new Opportunities

Pandora was given a box by the Greek God Zeus and forbidden from ever opening it.  Of course, curiosity eventually overcame her. As she prised off the lid, to her horror she released all the ‘evils’ into our world.  This means that while the root cause of our current economic and organisational dilemmas can therefore be attributed to Pandora, so …

How Do We Disengage People?

It’s great to visit an organisation and hear the leadership team express the desire to improve morale, to have everyone in the workforce engaged and to keep their people motivated during a time of uncertainty.  Why?  Simply because the answer to the question is so easy to find. How quickly we forget those times when we were starting our careers, …

The Bic Crystal ‘Biro’; The tool of the Paradigmeer

I recently discovered a bundle of old exercise books.  As I untied the string which bound the collection I noticed they were a relic of my schooldays.  What struck me as I thumbed these seminal tomes of my intellectual development, was the smudged handwriting.  Blotches of ink, inky fingerprints and other ink related schoolboy catastrophes highlighted each page.  I was …

Why Change?

If I hear yet another speaker quote Albert Einstein’s definition of insanity as ‘doing the same thing over and over again and expecting different results’, I shall scream.  Not because it’s a statement I disagree with, more because it is used ‘over and over again’.   Interestingly Einstein assumed that the Universe was static!  The Expansion Paradigm developed by Edwin Hubble …

Frontiers of Customer Experience – Part 3

The 3rd and final opportunity presents a far greater challenge. Once we have taken responsibility for the whole customer experience and educated our customers as to how they might benefit from the full potential of our service, we move into an area over which we might at first seem to be powerless. How can we get our customers to be …

Absenteeism, Presenteeism & Stress… Taking its toll on the UK workforce

Here we go again.  The headline screams: Absenteeism on the rise amongst British Workers. Shock, horror, a news item that reveals short term unplanned absence due to ill health is rising.  What do we expect? Uncertainty abounds.  Even if your organisation is secure, there is always an underlying threat of change.  The news reports problems in Greece, Italy and the …