If you want to deliver brilliant customer experiences, start by understanding what really matters to your customers. Matt Watkinson’s bestselling book The Ten Principles Behind Great Customer Experiences is a great place to begin. At Understood, we believe in turning great ideas into real-world impact. These ten principles underpin…
If you want to change your life, start by changing your behaviour. If you want to transform your organisation’s culture, focus on changing your employees’ behaviour. So how do you create the right conditions for the right behaviours to take root—and stick? In last month’s blog, we explored why…
We’re all trying to change behaviour. Whether it’s sticking to a New Year’s resolution or encouraging employees to adopt the right behaviours at work, the challenge remains the same: how do we make change stick? James Clear, author of Atomic Habits, reminds us that meaningful behaviour change starts with…
In our last two blog posts, we explored the powerful role that habits play in shaping our behaviour and influencing organisational culture. We unpacked why we’re such creatures of habit and highlighted how these automatic behaviours can define the emotional climate of a workplace. We also examined Charles Duhigg’s…
‘All our life, so far as it has definite form, is but a mass of habits.’ – William James, 1892 Habits shape our lives – often more than we realise. In uncertain or fast-changing times, understanding these automatic behaviours becomes even more important. Charles Duhigg, in The Power of…
What’s the first word that pops into your head when you hear “sales”? If your answer sounds like “pushy”, “smarmy”, or just plain “ugh”, you’re not alone. Daniel Pink, author of To Sell is Human, asked people the same question—and most responded with negative emotions. No surprise there. For…
Understanding personality often marks the first step towards lasting behaviour change. Yet with countless tests and questionnaires available, it’s easy to feel overwhelmed when choosing a personality model that truly delivers value. The Myers-Briggs Type Indicator (MBTI) remains widely used, especially in large organisations. However, many experts in personality…
“To truly facilitate learning for others, trainers must understand their learners.” – Elaine Biech, The Art & Science of Training When training is being conducted, a solid grasp of the subject matter is essential. However, knowledge cannot be effectively imparted unless an understanding of the learners and their true…
Few things are more critical to an organisation’s success than having an engaged workforce. – Harvard Business Review, Nov 2018 When employees feel engaged, they bring energy, enthusiasm, and motivation to their work. This leads to greater productivity, improved job performance, stronger loyalty, and increased innovation. As a result,…
‘Values help us define the person we want to be.’ – Dr Tasha Eurich Values lie at the heart of how we live and work. When we understand and prioritise our values, we can create lives and careers filled with meaning and direction. But the essential first step is…
