In the last couple of weeks, I have experienced two very contrasting approaches to service recovery or complaint handling and find it fascinating that the way in which the issues were handled were so completely different. Usually, making comparisons is about identifying some differences within a structure that is basically the same or similar, whereas […]
This page is to give some further insight into our view of SERVICEBRANDs and how the three areas of customer experience, employee engagement and brand DNA relate to each other. In addition, there are some photographs I have taken to offer a distraction (if needed!) and my own personal 31Practices on a daily basis. It would be great to receive any thoughts and comments.
Values at Heart 2018 Research shows that people who are clear about their own personal values are happier and more fulfilled and up to 17% more engaged at work than people who do not have that clarity ¹. For the first two weeks of February 2018, you can take a special ‘Values at Heart’ profile, […]
As 2018 will be with us in a few days, you might be thinking about New Year’s resolutions. If, like many people, you have experienced disappointment in previous years when failing to do more exercise, drink less alcohol or lose weight etc. why not try something different? Consider a New Year’s resolution for 2018 “to […]
“You must get involved to have an impact. No one is impressed with the won-lost record of the referee.” Napoleon Hilli “To make a difference”…. How often do you hear this answer when people are asked what they want to achieve in their lives (at work, for their community or at an individual level)? To […]
As we are entering the final quarter of the calendar year, you might like to take a moment to reflect on the fact that we are all writing Chapter 2017 for our personal lives and for our work/role/job… every day. We hold the pen. And at the end of 31 December 2017, there will be […]
We are living in extraordinary times – volatile, uncertain, complex, ambiguous. The pace of change will never be this slow again. In the service sector, many traditional approaches are no longer relevant and there is a new business agenda emerging. The landscape of Brand Identity, Employee Engagement and Customer Experience is changing… all at the same […]