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A lot of companies look at their customer service as an opportunity to improve their business, which is a valid thing to do. But most do not stop to consider, what distinguishes customer loyalty and what distinguishes customer service. Many have the two collapsed. The difference between customer satisfaction surveys and customer loyalty surveys is…
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A more personal blog this week, acknowledging my youngest and eldest daughters – only a 20 year gap between them!!!. Firstly, my eldest daughter Hana. Hana recently was appointed as a Victoria Fisheries Officer in Melbourne. A Fisheries Officer takes part in patrols of marine and freshwater waterways to ensure fisheries resources are being used sustainably and…
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One of the greatest pieces of advice I had ever been given is to remember that adults are children in big bodies. What does that mean to me? Like children they need boundaries, they need structure, they like positive feedback. I can’t remember who told me to be honest, but I’ve never forgotten this distinction…
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Last week I needed to be in London at a short notice. While I was there, I caught up with a previous client Craig Nugent, we worked together on a very successful training project over 20 years ago, we have kept an eye on each other via LinkedIn over the years, and when I contacted…
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In last week’s article we discussed Training and how to identify if training is really needed and if so, what there is to train? In this article I promised to drill down on coaching and how to ensure training is transferred back on the job. If you haven’t read my previous article, How to identify…
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In last week’s article we discussed Training and Why is it so difficult to get quality training done? In this article I promised to drill down on how to identify if training is really needed and if so, what there is to train, in the training industry we call this Analysing Performance. When we analyse performance…
