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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...

I have yet to receive a product I ordered online on August 29th. It’s late by anyone’s standards, particularly in the age of Amazon Prime, where you barely finish placing your order before there’s a courier at the door. Hopefully, by the time you get to read this blog the product will have arrived. I might treat it as a Christmas...

Throughout the month we have been introducing you to new way of coaching that we call Big Chats, Little Chats. We started the series by explaining how we developed an innovative new coaching model for the 21st Century as a pilot programme for telecoms giant O2. The programme has been hugely successful, boosting retail sales by 23 percent where it’s been...

…and what are the lessons they can take away?

Whilst out for lunch earlier this week my friend was telling me how worried her seven-year-old son was about Brexit. He has become very interested in the ‘process’ (or lack thereof) and requests regular updates from his mum.

Way back in 2017, the head of the National Audit Office said that the Government could 'come apart like a chocolate orange' over Brexit. As it turns out, this was something of a sugar-coated understatement. With Brexit less than a week away, we know that, unless businesses and organisations put far more effort and attention into engaging their teams, then we...

Change is a comin’, that much is certain. Unfortunately, there’s a lot of uncertainty about what that change will look like. But how about some good Brexit news? Firstly, change often brings benefits, and secondly, the more you prepare for change (no matter how uncertain the circumstances are), the less of a shock it will be. This should give you confidence...

Brexit. It sounds like a name for a new cereal, doesn’t it? But for 48.11% of the population, it isn’t that appetising. It could otherwise be known as Groundhog Day, given the carnival of repetitive arguments that have transpired since the UK voted to leave the EU. In the words of Albert Einstein: “The definition of insanity is doing the same...

Unless you've been living under a rock for three years, you wouldn’t have escaped the fact that something of national importance is happening. We’re not talking Tommy Fury and Molly-Mae (sadly), we are talking Brexit; that looming economic disaster / exciting sunny upland, depending on which side of the fence you sit on. Not since Touch My Bum by the Cheeky...

At the start of the month we explained how we developed an innovative new coaching model for the 21st Century called Big Chats, Little Chats. The programme has been piloted with O2 and has been hugely successful, boosting retail sales by 23 percent where it’s been used and increasing management engagement scores.