How to get employee engagement without doing it

Have you heard senior managers in an organisation say they have plans to ‘do engagement’? They’ve recognised the impact poor engagement has on all aspects of their business’s effectiveness including, critically, the bottom line, and to their credit they’ve identified the need to do something about it. So, employee engagement goes on the agenda. All…

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Make ‘em smile!

While doing a little customer service research recently, Kat came across a lovely story which she really hoped was true. It was quoted as being an urban legend which made her think about what really great customer service could look like. I read a lovely little anecdote the other week about Apple, and their newest…

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Beautiful….but useful?

The loo can be an inspiring place, and it was the inspiration behind Lucy’s recent thoughts about how complicated we sometimes make things and lose sight of what their purpose actually is. As consultants, we get to work in many different environments, from swanky London office blocks to railway station basements. During a recent visit…

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