Moments of truth in customer experience were first discussed by a Scandinavian airline to identify the various touchpoints a customer has with a company, each of which are an individual opportunity for a customer to form an impression. After transforming SAS Airlines to be one of the most successful in the industry, Jan [...]
When you think of a change management consultancy, you wouldn't necessarily think of mindfulness programmes. Organisational change and mindfulness are two different worlds altogether and cater to different sorts of people, right!? Nope! Increasingly, mindfulness methods are being utilised within organisational change and performance management programmes to help employees build resilience. We've talked [...]
Some people might be happy to hear that water companies in England and Wales are under a financial obligation by a third party regulator to provide consistently excellent customer service to their customers. The regular, Ofwat, use a system called 'Service Incentive Mechanism' (SIM) to regularly score a water companies customer satisfaction levels [...]
The gender pay gap has been hot news recently after a 9.1% national gender pay gap was revealed, rising to astonishing levels in certain sectors, such as the financial sector with an average of a 35% gap. The BBC also hit the headlines when they announced a pay gap of 10%. As of [...]
On April 6th 2017, a new apprenticeship levy was introduced by the government to try to tackle a skills shortage problem in the job market, a problem supposedly costing the economy £2bn per year. The target of the new scheme is to create three million apprenticeships in the private and public sectors by [...]
We live in challenging times, facing the unknowns of economic uncertainty, improving technology and a general hunger for immediacy. With widespread government cuts, we are facing tough economic conditions which has created job uncertainty, financial stress and family crises. Employers tend to demand higher productivity from fewer employees in order to save costs. [...]
What is skills training? The term 'skills' is very broad and really covers all manners of soft and hard skills we need in order to be successful in our professional and personal lives. So what do we mean when we talk about skills training? In order to be truly successful, we believe [...]
We have all heard about those company team building days where the whole team goes out on an adventure somewhere, completes a challenge together or spends a little time getting to know each other. You may have thought about doing this for your team, but stumble when you find you can't answer the [...]
Culture change within an organisation is one of the most difficult and complex tasks that management may be required to complete. Culture change requires the breaking and re-modelling of deeply embedded behaviours, a task management must be prepared to lead by example, requiring them to change their own behaviour more quickly than their [...]
“They’re a good sales person, they could sell ice to the Eskimos." That is a line I used to hear all the time. The problem is Eskimos (these days, it’s more acceptable to call these peoples Inuit anyway) don’t want ice, because they’ve got plenty of it, and as consumers we’re becoming a [...]
