When is a complaint a complaint

When is a complaint a complaint, valuable feedback or indeed both? What is effective complaint management in a low margin environment? As businesses becomes more successful, there is a greater expectation from your customer base and when things don’t go to plan customers are far more likely to complain than in the past and quite […]

10 stories of unforgettable customer service

Why are we as consumers so captivated by stories of great customer service? Perhaps it is because they serve as a much needed reminder that there are companies (and amazing support reps) who still care about their customers. Every company says that their customers are their #1 priority, but stories show us that many businesses […]

Do your customers really feel the difference?

You will know that your customers are the lifeblood of your business, but even so how often do your customers receive poor service, and a poor experience? In a world where customers have so much choice, employers need to engage their people for success by integrating a few simple ‘people’ tactics. It starts with, making […]

Engage employees to see productivity rise

Employee engagement and wellbeing go hand in hand. Focus only on one and any engagement achieved will lack sustainability and success The importance of employee engagement cannot be stressed enough. Of the world’s most-admired companies, 94% believe engaged employees create a competitive advantage, illustrating the relationship between engagement and productivity. Not to mention its positive […]

McDonald’s people achievements

In June this year McDonald’s celebrated its 40th anniversary in the UK and Jez Langhorn, its chief people officer, is particularly proud of all it’s achieved since then. Alexis Thompson caught up with him to find out why. It’s clear when meeting Jez Langhorn – McDonald’s chief people officer in the UK – that he […]

Over a third of employees are not ‘actively engaged’ and 14% are ‘actively disengaged’. This has implications on productivity

According to recent research over a third of employees are not ‘actively engaged’ and 14% are ‘actively disengaged’. This has implications on productivity, the morale of the whole workforce and, fundamentally, an organisation’s bottom line. This represents in the order of 17,600 people per average company feeling disconnected and demotivated – unable (or unwilling) to […]

Ten things every leader should be teaching and developing

Tell me and I forget. Teach me and I remember. Involve me and I learn. – Benjamin Franklin “A leader is one who knows the way, goes the way, and shows the way.” This is one of your functions as a leader. While it may not be in a formal classroom setting it is teaching […]

What are the pros and cons of just using psychometric tests to assess a senior person’s suitability for a role? Is it better to use a selection of assessment tools to recruit leaders?

In January this year, the Treasury Committee heard the testimony of Rodney Baker-Bates, the Co-op bank’s former deputy chairman who resigned in July 2012. He told MPs that he had been a candidate for the chairman role but the board decided to appoint Mr Flowers, even though he had no banking experience on the basis […]

Developing difficult people

“If you don’t give people a reason to kick up they usually don’t,” says Mike Morrison, Director or RapidBI Ltd, who believes that for the most part, taking preventative measures such as showing respect to participants and giving them airtime will stave off any chance of unpleasantness in the training room. However, the difficult participant […]

Dealing effectively with workplace conflict

Workplace conflict has a huge impact on businesses and organisations, especially when they are under pressure. If handled badly, it is expensive and casts a negative cloud over everyone involved, directly or indirectly. It poisons the atmosphere and distracts people from building and running a productive organisation. In our experience, the more you rely on processes […]