The 10 reasons why you may lose a great employee

If you’re a good (or even just halfway decent) manager or leader then you probably already know most of this, but it is worthwhile to remind ourselves of them now and again. Enough with the preliminaries; here’s a great list – what would you add or remove to this? 1. Be dishonest. Yes, number 1 […]


9 Marvellous Qualities of People We Genuinely Love to Work With

People don’t do anything worthwhile on their own: launch a business, run a company, or build a successful career. So we don’t just want great people to work with us. We need great people to work with us. That is the only way to achieve real and lasting success. (Plus it’s a lot more fun.) Since it’s often […]


Employee engagement can take many forms

The way employee engagement operates can take many forms – that is one of the most fascinating aspects of the topic – and the best models are those which have been custom-developed for the institution. As everyone knows, John Lewis Partnership is a company owned by its employees – but the company is clear that […]


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 […]