In the second part of this customer experience blog - you can find the first part here - we will look at How to create a customer journey map, and what should be included on your customer journey map. How to create a customer journey map 1. Set clear objectives for the map. Before you can dive into creating your map,...

In this two-part blog, we will look at customer journey maps; how to create them, how they help organisations boost customer experience and how they change perceptions about customers. Get into the mind of your customer Understanding your customers’ perspectives and thought processes helps you appreciate the way they interact with your company and why. Having a clear grasp of the...

A strange thing happened on ITV last week (I’m not talking about Love Island). It happened during the Conservative Party leadership debate. Someone weaponised optimism, which is surprising considering optimism has always been viewed as a positive attribute. Perhaps it’s indicative of the gloomy times we live in.

There are many things a 29-year-old woman doesn’t want to hear. ‘Would you like me to park for you’ and ‘I think it’s a grey hair,’ are just two. As is ‘you are is menopausal’.

The world of work is changing at a head-spinning rate and opportunity for positive change comes in many forms. Smart organisations are embracing factors such as Brexit, changes in traditional patterns of employment, technological advances and shifts in customer behaviour to create robust, future-fit cultures. The future is arriving faster than many suspected or planned for but with the right knowledge...

Has Health and Safety gone mad? That was certainly the message from Amanda Spielman, Ofsted’s Chief Inspector, in a recent article about the safety culture in schools. Ms Spielman said that, in her opinion, some of the measures that school staff go to, to keep children safe, are ‘simply barmy.’ From the examples she gave, we have to agree. It does...

Does the idea of speaking in public fill you with dread?  If so you’re in the majority also known as Glossophobia, public speaking is one of the most common phobias.  So ahead of our presentations skills course we have put together some top tips you can print out and use to help you get through your next presentation.   Challenge your...

Does the idea of speaking in public fill you with dread? If so you’re in the majority.  According to the national institute of mental health, up to 75% of people have a phobia of public speaking , also known as Glossophobia.  It doesn’t matter how many times you practice, as soon as you get in front of an audience, your voice starts...

We’ve all been stressed at different points in our life, some more than others and some of us can deal with stress better than others. It can depend on how you’re brought up, what’s happening in your life presently and resilience skills amongst others things. Research released this month by MIND stated that over 55% of people interviewed stated that they...