The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of what appears to be a never-ending debate on a topic that around 97% of the population have lost interest in. Today (Tuesday 29th January) is … Continue reading Will customer experience survive Brexit?
The UK’s Brexit debate is about democracy as much as its relationship with Europe. It's an important debate for workplaces too If you were trying to get around central London last Saturday, you’d most likely have found 700,000 people getting in your way blocking the route from Park Lane to Parliament Square. The issue that … Continue reading Is democracy all it’s cracked up to be?
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these jerks or assholes should be dealt with to minimise its effect on their immediate colleagues and the longer-term impact on employee engagement. But this week … Continue reading What to do if your customer’s a jerk
You need industrial strength processes to ensure bullies get the boot Hearing the phrase “a damning report” on the one o’clock news is usually enough to get me to prick up my ears, but when it’s a damning report on a culture of bullying and intimidation in the UK’s House of Commons, I’m definitely interested. … Continue reading Jerks at work – now running a country near you!