I knew there had to be a very good reason for watching so much of the Olympics and here it is. The top three things gleaned from how Team GB have made their success happen. (more…)
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How to Make Happiness a Team Sport
We have never been exponents of the smiley face versions of questionnaires but we are interested in understanding human emotions and with happiness being a primary emotion, we wanted to investigate how to design that in to organisations. We think we know how and it is easier than one might think.
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How Do You Measure Humility?
Whenever I interview really senior people in large organisations I am generally struck by their humility. Indeed the more successful the individual generally the more humility they will have, but how could those behaviours be emulated by everyone?
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Chasing, Pacing, Leading – You Choose
Our work is really all about people. We specialise in people because they are the ones who make stuff work or not. There is plenty of material about leadership, all good, but this might not the best position for every person. So this piece is about all of the three positions mentioned in the title.
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Satisfaction, does it really matter?
Twelve years ago this year, I hung up my customer satisfaction boots and set out to find out the answer to what actually made a difference for customers. I wanted to see if I could find something which would help businesses make better profits and for those not in the profit sector, operate more efficiently.
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Let The Good Guys Run Their Race
I have been investigating services for a very long time and there is something which always prevails, which when you know and truly believe it, you can use to your advantage. That is that good beats bad every time, so why is service often poor?
If you have just got off the phone from a call centre or left a service provider feeling annoyed, you might think this cannot be right, the default...
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