February 1, 2024
Frustration
Next time you hear a small-business employer saying: “Why can’t people just do things the way I want them done?” … Read More “Frustration”
Category: Customer Experience
January 26, 2024
Employee-run
What do I mean by employee-run? Well, it could mean that in the absence of ‘The Boss’, everyone simply carries … Read More “Employee-run”
January 25, 2024
Exceptional service
I’m a fan of the 80/20 rule when it comes to documenting processes in a Customer Experience Score. Trying to … Read More “Exceptional service”
January 23, 2024
Why go employee-run?
To share responsibility for the customer experience across everyone in the business. To increase capability across your whole team. To … Read More “Why go employee-run?”
January 9, 2024
Non-work
‘Happy New Year!’ ‘Happy New Year to you too’ It’s early in the morning, on one of those quiet days … Read More “Non-work”
January 8, 2024
New year, old book
I didn’t get much ‘serious’ reading done over the holidays. Mainly because I managed to catch shingles somewhere along the … Read More “New year, old book”
December 8, 2023
What’s music got to do with it?
Over the last week, I’ve been working though my thinking on why a business is a system for making and … Read More “What’s music got to do with it?”
December 5, 2023
Roles
“Role: For most of us, the role we play most is the last one. Often without a clear idea of … Read More “Roles”
December 4, 2023
If a business is what it does, don’t stick spanners in the works.
If a business is what it does – a set of interacting processes designed to make and keep promises to … Read More “If a business is what it does, don’t stick spanners in the works.”
November 28, 2023
Client feedback
Feedback isn’t just for your team. For example, the people at Zoe have really thought about how to use feedback … Read More “Client feedback”