Where do your suppliers rank in your customer experience pecking order? Do they receive the same level of TLC as you shower upon those who purchase your products/services? Do you respond to their emails as promptly and politely as you would to an email sent to you by your…
Did you know that communication barriers can harm your relationships with friends, family and work colleagues? Relationship building relies heavily on communication, so you risk missing out on some significant chances to connect if you’re unaware of the dynamics at play. In fact, over 50 per cent of people…
What does it take to not just survive but truly thrive in a frontline customer service role? Working in customer service is no walk in the park. It involves managing increasingly high expectations and handling difficult customers daily. However, when you have the right mindset and skills, this role…
Crises as catalysts for change The global pandemic threw organisations into chaos, disrupting routines and straining resources. While this period has tested our limits, it also offers a powerful opportunity: crises can act as springboards for positive, lasting change. Rahm Emanuel, then Chief of Staff to President Obama during…
Long before we understood what a “lockdown” meant, loneliness had already taken hold. In 2019, before the global pandemic disrupted our lives, experts had already identified a loneliness epidemic due to a lack of connection. A YouGov survey revealed that nearly half of UK adults felt lonely at least…
Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte Now more than ever, organisations must focus on human connection. In this time of turbulence and uncertainty, businesses need to rise to the challenge of meeting the…
“To truly facilitate learning for others, trainers must understand their learners.” – Elaine Biech, The Art & Science of Training When training is being conducted, a solid grasp of the subject matter is essential. However, knowledge cannot be effectively imparted unless an understanding of the learners and their true…
We’re currently developing video content for First Bus’s new CPC driver training course, “Getting Home Safely”. This project has made us reflect more deeply on workplace safety and ask some important questions: How can we engage employees to behave safely? How can we use safety to…
We recently spoke with Roy A. Barnes, Customer Experience expert at Blue Space Consulting, and came away inspired. In his book Customer Experience 365, Barnes shares 365 insights for delivering better service, one for every day of the year so we can all have great interactions. His message is…
Alright, I admit it – this post is partly just an excuse to talk about my new puppy, Paddy, and share a cute picture! ???? But three weeks into dog ownership (a whole new world for me), I’ve noticed something that’s impossible to ignore: when it comes to connecting…
