18. I explore broader relationships with people (beyond the task at hand)

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.

It’s not what you do…

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 […]

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Are values really that important?

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 […]

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What have you done today?

“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 […]

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FM / Workplace – Outsourced, out of mind?

“If it weren’t for us, you’d be working in a feckin’ field” was comedian Dara O’Briain succinct definition at the industry body’s (BIFM) own annual dinner a couple of years ago. This compared with the BIFM definition: ‘Facilities management is the integration of processes within an organisation to maintain and develop the agreed services which support and improve the […]

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Are values really that important?

Values often appear in organizations’ annual reports and may even be in a frame on the boardroom wall but how they are brought to life in day to day behaviour is less well understood.  This is just one comment from the fascinating discussion thread on LinkedIn at http://lnkd.in/pkVVSP “The development of core values can be highly […]

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Summertime and the service is easy…

Recently, I took a courtesy bus from the railway station to a client office and during the journey, the driver whistled “Summertime”.  This happens to be one of my favourite tunes and he whistled very well so it was a really enjoyable experience.  When the bus stopped, I said “thankyou” and he wished me a […]

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