What bees can teach us about teamwork and co-operation We all know businesses are more successful when they focus on their customers and put them at the heart of all they do. There are different ways of doing that, from…
It’s always possible to make a service better, it’s what many of us spend our waking hours trying to do. When you know what the problem is, who it affects, or what is causing it, you can focus your attention…
How employee career progression affects your business’s operational efficiency I’ve just read an interesting report published by the Chartered Institute of Personnel and Development (CIPD) – Employee Outlook, Employee Views on Working Life. It says that a third of UK…
In our last post we highlighted the importance of understanding how your business is performing, which areas have the greatest impact on overall satisfaction, and which of these areas you should focus your efforts on. This technique can equally be…
In our last blog on measuring the key drivers of client, stakeholder and employee satisfaction we looked at assigning a relative importance value to the key drivers of satisfaction. Prioritising the key drivers of satisfaction We also talked about the…
No matter whether you are in the business of measuring client, stakeholder or employee satisfaction, the key thing is to be sure that you’re measuring the right things. Measuring the right things This might sound obvious, but it is all…
The Customer Experience Exchange for Retail is taking place this week in London. Amongst a who’s who of brands speaking at the conference is Nespresso. We know from our work with Nespresso that it is a world-leading retail brand for…