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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Delivering stunning customer service by asking the right questions

Kat was remembering how she’d once bought a coat she’d seen in a magazine…from the comfort of her own home. It wasn’t done online, or over the telephone with a credit card, or even by pressing the red button on her TV remote! It came about through a commitment to stunning customer service, with a simple question, and a little bit of serendipity.

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