Where do your suppliers rank in your customer experience pecking order? Do they receive the same level of TLC as you shower upon those who purchase your products/services? Do you respond to their emails as promptly and politely as you would to an email sent to you by your…
Did you know that communication barriers can harm your relationships with friends, family and work colleagues? Relationship building relies heavily on communication, so you risk missing out on some significant chances to connect if you’re unaware of the dynamics at play. In fact, over 50 per cent of people…
If you’re looking to create a great experience for your customers, it’s well worth looking at the principles laid out in Matt Watkinson’s bestseller The Ten Principles Behind Geat Customer Experiences. Watkinson states that if you want to create a great customer experience, you need to: Reflect the customer’s…
If you want to change your life, you have to change your behaviour. And if you want to change the culture of your organisation, you have to change the behaviour of your employees. But how do you create the right conditions for the right behaviours to thrive and survive?…
“Investment in course design can add up to a great deal of time.” – Elaine Biech, ‘The Art and Science of Training’ Many designers of training content might, on occasion, grumble about two things: Designing training content takes a lot of time Other people don’t always appreciate how or…
Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte There’s never been a more critical time for organisations to focus on human connection. In this era of turbulence and uncertainty, organisations must step up to the…
We’re currently developing video content for First Bus’s new driver training course: “Getting Home Safely”. This project has got us thinking more about safety and asking: How can we engage employees to behave safely? How can we use safety to inspire and encourage (rather than reprimand…