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During a recent customer service workshop, I was reminded again of the outstanding work done by Jan Carlzon on "Moments of Truth" - this great idea that a moment of truth is any "opportunity that a customer gets to create and develop an impression of your business."
When I asked the team I was working with to map out these moments of truth as touchpoints in their business, ...
"There are four ways, and only four ways in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it." Dale Carnegie
How has technology impacted on the quality of our communication? Axelrod (2009) noted “technologies are only artifacts in our search to keep making our work and life more efficient, effective and meaningful.” If a technology does not make our work and life more efficient, effective, and meaningful, is it really worth using.
When organizations demonstrate effective communication, they also find more...
One of the unique things about our training company is that we specialise in customized training solutions.
Whether it's a keynote, half -day workshop, or full training programme that you are looking for, we pride ourselves on our ability to link client needs with robust instructional design and professional delivery. Put simply, this means you get superb practical content underpinned by great research and experienced faculty....
In his book, “Reorganize for resilience, putting customers at the centre of your business” (Harvard Business Press, 2009) Ranjay Gulati demonstrates that companies looking to reestablish themselves after the recession will need to take an “outside-in” approach to customer service. Customer centricity is not just a good idea; it is fundamental to business survival. The customer centric approach to business requires both insight and action. These companies who organize around the customer are characterized by their agility, their ability to work across silos and their obsession with...
My initial interest in leadership training was in trying to understand the role of the leader as communicator. This led me to study verbal interaction analysis and, specifically negotiation and influencing skills. This work enabled me to work with leaders in many organizations around the world and how they engaged with a full range of stakeholders. This journey then took me to research the issues of corporate identity and corporate reputation. I am now fascinated by the fact that effective leadership cannot be understood by simply examining the traditional models of leader-follower, but needs to be examined in terms of broader leader-...
For more specific, detailed information on our bespoke corporate training solutions, please go directly to our corporate training page menu here. . .
Don't Waste Another Day on What You Don't Like
Probably the single most important reason why people struggle to reach their full potential is the traditional fallacy that in order to be successful you need to improve your weaknesses. As a result, people waste years and even decades trying to become better at what they struggle with.
They spend time on what they don't enjoy, often completely neglecting their natural strengths and talents which makes them unique and potentially highly effective.
The futility of this approach had been revealed by more than 30 years of research...
In a study of 120 senior teams in 11 countries, the Hay Group found that CEOs themselves aren't always clear on the decisions they want a leadership team to resolve versus those they reserve for themselves. The research findings identified six steps that increase the likelihood of a senior team evolving into an efficient and effective unit capable of leveraging its collective expertise to address an enterprise's most important challenges and opportunities.
These are:
- Deciding you need a team.
- Creating a compelling purpose for the team.
- Getting the right people on and the wrong ones off.
- ...
There is more than enough evidence to link a company's financial performance to its ability to successfully execute on a marketing plan. If marketers are to gain credibility in the boardroom, they will need to demonstrate an ability to design and deliver on a marketing plan that:
- Provides a clear direction
- Demonstrates an astute understanding of an increasingly challenging environment
- Acknowledges the complexities and opportunities presented by social media
- Acts as alignment tool within the organization itself
- Secures commitment from all the key stakeholders
For a marketing...
Research shows audiences dread virtual presentations for three main reasons, borne out by painful past experiences:
The technology is clunky.
The presenters are boring.
The meetings are too long and waste time.
This is one of those books I wish I had written. Millions of web meetings take place every day, yet they are often boring, poorly conducted, and technologically challenged. But that doesn’t have to happen to you!
Now you can learn how to make your online meeting as engaging as an in-person presentation. Whether you’re presenting general information, training exercises, team...
