Follow the Leader (The ‘Sir Alex’ Method)

The football season is well underway and it won’t be long before some teams are failing to match the dreams of their fans and owners. As is the tradition at these times when your  team is doing badly, they have had some poor results and your expectations of Premier League success are fading fast, it’s the manager’s head that is …

‘Very good course which I shall recommend to others.’ – Building Emotional Engagement with Legal & General.

6th September 2011, Paradigmantics descend upon Brighton & Hove, met with torrential rain, gale force winds and news of ‘Operation Stack’ flashing on the Motorway gantries! As we arrive at Legal & General’s Hove HQ we are greeted by a plethora of their trademark multicoloured umbrellas as staff battle against the elements! Fortunately, once inside, a warm room and fresh …

‘Fab team, very energetic, excellent content – stimulating’. Our Engaged Customer Master Class raises aspirations

On 24th August 2011, Paradigmantics piloted a new Masterclass session in partnership with renowned Leeds-based manufacturer Ellbee Ltd. Our ‘Engaged Customer’ programme recognises that quality and value is no longer the holy grail of business, as competitors can quickly replicate an organisation’s success in this field. Customer satisfaction is no longer the pinnacle of customer service as today’s sophisticated customer has …

Queuing Theory

My previous blog about queuing ‘Queuing:there has to be a better way.’ received an unexpected response from my son.  As a University researcher studying something to do with physics and mathematical modelling, he suggested that I might have mentioned queuing theory in the blog.  I have to say this was very remiss of me.  I asked him to briefly clarify …

Flip Thinking: Part 1

Are you not curious?  Turn over a stone in a stream to find if there is anything beneath.  Want a back stage pass to see what the performers are really like? Stand on the footplate of a steam engine to get the drivers view. Flip.  Look at something from a different perspective.  From the outside – in and suddenly you …

The RAC: My Analysis

In my previous blog I took a light hearted look at the incident of my car breaking down in France.  I wanted to illustrate how little we know about our customer as we make our initial greeting. They come into our sphere of influence carrying their baggage in a myriad of forms and we are expected to give them our …

Customer Experience Heroes: The RAC

At one time motorists belonged to the AA (Automobile Association) or the RAC (Royal Automobile Club) who would come to your aid when your vehicle ground to a halt at the side of the road.  People were very partisan and proud to belong to one or the other.  You would have a badge on your car to show which motoring …

How to develop meaningful learning?

I heard a trainer comment that he couldn’t teach the group he was working with, he could only help them learn.  At least he recognised the change of emphasis from teaching and training to focusing on the needs of the learner.  When we observed what this meant the reality was, as is so often the case, teaching and training are …

Rules of Mindset Part 1

When ‘Brian’s’, our local chippy, served its last cod, chips and mushy peas, the community (well, our house) went into deep shock.  Friday nights queuing out into the street with the rest of the neighbourhood wouldn’t be the same.  The experience of lifting the kids up to admire the photos on the walls of Brian holding huge Carp caught on …