This question Can we measure behaviour? asked by Aga Yamin received over 1000 responses which prompted a collaborative effort with Pat Keith to produce a summary of the comments. We did this to help make the topic more accessible for everybody and inspire further discussion. What a wonderful connected world we live in. Download the […]
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.
Last night at the Theatre Royal Drury Lane, Heather Small was singing one of her best known songs and the chorus is as follows: “You’ve got to search for the hero inside yourself Search for the secrets you hide Search for the hero inside yourself Until you find the key to your life”
“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 […]
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 […]