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How close are your Employee Engagement and Customer Experience Strategies?

By | Customer experience, Customer Satisfaction, Employee Engagement, Leadership, Lean Culture
Double acts have long been part of many peoples lives, from Morecambe & Wise, Penn & Teller or even Cake & Custard. These have each had their own success and in business there are two things that I believe you should look at together. Not as a comedy, magic act or dessert, but, together as one that can deliver you real bottom line results, if taken seriously. This double act is “Employee Engagement” and “Customer Experience”.

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Rag status

What is a good RAG status …..50 Shades of Green?

By | Leadership, Measures
I woke up this morning to a memory of an old friend. I was supporting him within a large UK banking organisation when he had a ‘moment’. There we were, in front of a team of senior managers and, for whatever reason the red mist descended. His emotions had got the better of him, due to the apparent lack of action from the senior leadership team. He angrily blurted out “Do you know what it’s like managing here… 50 shades of green!”. This was around the time everyone had read the book and had started flocking to the cinema to watch “50 Shades of Grey”. I thought “wow, what a statement!” but what did he actually mean?

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Doing something badly doesn't necessarily mean the solution was wrong

Doing something badly doesn’t necessarily mean the solution was wrong

By | Leadership
The coal face. The front line. The people that do the actual work. These are the people who understand how an organisation delivers their product or service.

Yet it’s management who have the responsibility for improving a product or service.  How well does a manager understand the work their team or their department completes? More often than not the answer is ‘not very well’.

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Is Myers-Briggs any more useful than a Horoscope?

Is Myers-Briggs any more useful than a Horoscope?

By | Leadership
In my very first Team Manager role early in my career, my employer put all of us through the Myers-Briggs personality test (also known as MBTI). It said I was quite introverted and thinking more than feeling. About a year later, they put us through the test again and I had morphed into a much more extroverted person, who was now more feeling than thinking.

The Call Centre Manager proudly advised me that the dramatic change was due to their investment in me as a ‘leader’ and evidence that their development of my managerial skills was working.

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