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?…

We’re all obsessed with changing behaviour. Whether it’s at a personal, individual level (e.g. making a New Year’s resolution stick) or at an organisational level (encouraging the right behaviours in our employees).  Changing behaviour is all about changing habits, according to James Clear, author of bestselling book ‘Atomic Habits‘. …

In our previous two blog posts we looked at the power of habits. We now understand why we’re creatures of habit and how habits can play a significant role in shaping organisational culture. In both articles we looked at Charles Duhigg’s habit loop involving the cue, the routine and…

‘All our life, so far as it has definite form, is but a mass of habits.’ – William James, 1892 Our habits are fascinating. Even more so, when times are uncertain and ever-changing.  In the Power of Habit, Charles Duhigg defines habits as: “The choices that all of us deliberately…

When you think of sales or selling, what’s the first word that comes to mind? Daniel Pink, author of To Sell is Human, surveyed a bunch of people to find out. And the emotional response was overwhelmingly negative. Words like ‘pushy’, ‘smarmy’, ‘aggressive’, ‘ugh’ and ‘yuck’ featured heavily. This…

An understanding of personality can mark the beginning of behaviour change. But, with multiple tests and questionnaires out there, it can be confusing to know which personality model to pick. The Myers-Briggs Type Indicator (MBTI) is popular. Yet many experts in the field of personality psychology remain baffled as…

“To truly facilitate learning for others, trainers must understand their learners.” – Elaine Biech, The Art & Science of Training When it comes to training, having a firm grasp of the subject matter is essential. But you can’t effectively impart knowledge without understanding who your learners are and what…

Few things are more critical to an organisation’s success than having an engaged workforce. – Harvard Business Review, Nov 2018 When employees are engaged, they are enthusiastic, energetic and motivated. The result? Higher levels of job performance, creativity, loyalty and productivity; greater revenues and profits for organisations; higher levels…

‘Values help us define the person we want to be.’ – Dr Tasha Eurich Values play a key role in our professional and personal lives. Our ability to understand – and prioritise – our values can help us lead lives that have meaning. But the critical bit is having…