“What gets measured gets managed” is an often quoted maxim in business. But it is a potentially dangerous approach in situations of complexity, subjectivity and perception. SERVICEBRANDs are a case in point where the people element and emotional engagement are such fundamental parts of the customer experience. The aspects that are easier to manage (eg […]
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.
Cast your mind back to the summer and a holiday or trip you may have enjoyed. Consider what stays with you in the way of a memory and you will probably realise that, rather than the sights or facilities, some of the strongest memories are of interactions with people. Here is an article featuring a […]
Although corporate offices and hotels are both built environments providing a very similar range of services to customers, there are some fundamental differences in the way in which the provision of this service is organised.
The holiday season is a great time to take time to relax with family and enjoy new experiences. From a work perspective it is a valuable time to recharge the batteries and refresh thinking to return to with a renewed sense of purpose and energy….but, personally, it is also a time to be tuned in […]
Organisations invest time and money in articulating their values so must consider that they are important yet very few individuals seem to do the same. Why is this? This question was considered by over two hundred professionals and academics last month in a Harvard Business Review group discussion on LinkedIn which covered a multitude of […]
“Proud” is Heather Small’s signature song with which she achieved international success and it was a thrill to meet somebody whose voice makes my spine tingle at this month’s UK Customer Experience and Customer Service training Awards www.uk-ce-awards.co.uk/. Our judging panel was really impressed by the training entries in the Tourism and Leisure section but Butlin’s […]