There’s a finding from CEB’s research, now part of Gartner, that I’ve never quite got over. Looking at what actually drives B2B customer loyalty, they found that 53% of it came down to the sales experience itself — more than brand, product and service delivery put together. It is…
Global employee engagement fell to 20% in 2025 — down from 21% the year before, and the lowest it has been since 2020. Gallup puts the cost of that disengagement at around $10 trillion in lost productivity, roughly 9% of global GDP. That’s a difficult backdrop for anyone about…
Every organisation we work with in transport, logistics and operations does safety training. Most do a great deal of it. The induction, the annual refresher, the toolbox talk, the e-learning module with the multiple-choice questions at the end. Much less of it is behavioural safety training, and the distinction…
Most organisations have an inclusion policy. Rather fewer could tell you what an inclusive leader actually does on a Tuesday afternoon. Fewer still could tell you what their diversity and inclusion training changed. That gap explains a lot. It explains why an organisation can have an excellent written commitment…
Ask ten organisations whether they’re customer centric and ten will say yes. Ask them what it means and you’ll get ten different answers, most of which describe a value on a wall rather than anything a customer would notice. It’s the gap that customer experience training exists to close….
You’ve probably heard that 70% of change programmes fail. It gets quoted in board papers, consultancy pitches and conference keynotes with the confidence of settled science. It turns up on the first slide of a good deal of change management training too. It isn’t. When academics went looking for…
There’s a conversation you’ve been meaning to have. You’ve rehearsed it in the car. You’ve drafted the email three times and deleted it twice. You’ve told yourself you’ll do it after the next deadline, once things calm down, when the moment feels right. The moment never feels right. That’s…
Our guest blogger this month is Rachel Frost, an Occupational and Coaching Psychologist with extensive experience in personality profiling across public and private sector organisations. Rachel works closely with Understood to deliver the Big Five Personality Programme. _______________________________________________________________________________ For decades people have been told to polish their CVs, stack…
Every time a new strategy on preventing men’s violence against women and girls (VAWG) comes out, I ask the same question: What actually changes on the ground? It is encouraging to see growing national focus and calls to treat VAWG as a national emergency. However, strategies alone do not…
We’re delighted to welcome Jon Stokes, one of Understood’s brilliant consultants and training facilitators, as this month’s guest blogger. A former actor and director, Jon combines strong commercial insight with deep psychological curiosity and more than 20 years of leadership and development experience. He brings a fantastic blend of…
