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Monday, 3rd April, 2017

What creates a high performing team? Google Research

Google is a data-loving organisation and so they went out to prove, (through robust, evidence based research) what makes a …read more

Monday, 13th March, 2017

Coaching – Where managers fear to tread (Part 1)

  Coaching improves bottom line performance between 8-24%* and yet it’s startling how many organisations are either not coaching or …read more

Monday, 27th February, 2017

Settling for Peanuts

  The other day I earwigged a customer complaining to her friend after their experience at Gatwick security. “He was …read more

Monday, 13th February, 2017

The Power of Language – Improving NPS by 35 points

  How often are your customer experience teams consciously choosing the most influential language and behaviours? Or do they sometimes …read more

Monday, 23rd January, 2017

5 Reasons Why Policing Will Deteriorate Under Trump

  Reading between the lines of Trumps latest pledge to, ‘Stand up for our law enforcement communities’, I can’t help …read more

Monday, 9th January, 2017

Why we mismanage change and what to do about it?

At one level we all know change is constant so you’d expect us all to be well equipped by now. …read more

Monday, 12th December, 2016

Empathy as a Motivation

  Empathy is rarely seen as a motivation and yet it’s at its most effective when held that way – …read more

Monday, 28th November, 2016

Values – What do you stand for? How should they motivate?

      In a recent discussion, someone shared the sum of their business values; making money and profit. I …read more





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