We’re delighted to welcome Ben Hancock, Commercial Director of Pulse Studio, as our guest blog writer. Understood has collaborated with Pulse Studio for many years, producing impactful and engaging training videos. Their expertise, creativity, and sharp eye for detail have been invaluable, and we always enjoy working with their…
The business world’s equivalent of nails on a chalkboard Most of us have endured meetings where someone suggests we “drill down” on a topic or “take a deep dive.” And then there’s “ping me an email” or “let’s unpack that.” These phrases, which may have begun as shortcuts for…
How much thought do you give to the five senses when designing a great customer experience? Do you consider sight, sound, smell, touch, and taste? Each sense offers countless opportunities to engage and delight customers. In a previous blog post, we shared ten top tips for creating outstanding customer…
Smartphones have become part of the fabric of modern life, but what toll do they take on younger generations’ mental health, focus, and ability to connect? Do they make them more anxious? Jonathan Haidt’s book, The Anxious Generation, explores how smartphone use and social media reshape childhood development and…
A recent trip to the hairdresser prompted me to reflect on customer experience, and the true value of our time. It raised some important questions: How should organisations respond when customers express dissatisfaction with a product or service? Is a refund or redo enough to make up for lost…
Do you want to enhance your communication skills and handle difficult situations with confidence? Assertiveness lies at the heart of effective expression—it empowers you to speak clearly while respecting others. Whether you’re pursuing leadership training or looking to build your resilience at work, assertiveness can transform the way you…
We all battle distraction, and lack focus, even the most driven among us. You might zone out mid-conversation or sit down to complete an important task, only to end up scrolling endlessly through social media. In Stolen Focus, author Johann Hari calls this an “attention crisis.” He highlights a…
Do you want to get better at managing your emotions? You can! Emotional regulation is a skill anyone can develop with practice. Drawing on insights from Leonard Mlodinow’s Emotional: How Feelings Shape Our Thinking, this approach starts with three core actions: accept, reframe, and express. These steps form a…
Effective communication drives strong relationships, sets clear expectations, and resolves conflict. Mastering communication unlocks success at every level of the workplace, including as a motivator. Drawing insights from Mastering Communication at Work: How to Lead, Manage, and Influence by Ethan F. Becker and Jon Wortmann, we’ve captured key lessons…
In a world driven by technology and automation, it’s easy to overlook the human element in customer service. But exceptional customer experience goes beyond mere transactions; it’s about creating meaningful connections with our customers. By understanding and embracing the essence of being human, we can elevate customer experience to…
