If you’ve been to the cinema, watched TV or read the newspapers, you may just have noticed – John Lewis has rebranded. Millions must have been spent on advertising as lavish as that normally reserved for Christmas.   Paula Nickolds (MD)  tells us we will find manifestos in shop doorways “explaining why you will get a different service from the […]

Continue Reading →

Engagement levels in the UK are reported at being around 30%.  Clearly, there is a lot of room for improvement. The key to understanding this sorry statistic is people; (Does that sound like stating the blindingly obvious?)  People create the culture where engagement flourishes or dies; specifically, managers directly impact engagement across a business by […]

Continue Reading →

“I am a failure.” These were the opening words of what became a real outpouring of emotion. Their conversation was fast, words tripping over each other. I looked quizzically, not sure I understood the statement. “I’m almost 50, single and not in a job I love. I look around me and I’m the only one […]

Continue Reading →

Happy New Year! Those have been the first three words of all our communications with customers, colleagues and friends since the beginning of January. On significant occasions the first word we always use is “Happy”. Happy Birthday. Happy Anniversary. Happy Christmas. So how can we make 2018 the year of the Happy Customer? Good Service Should Be The Norm […]

Continue Reading →

I’d like to share this brief extract from my second “Transforming Mind Matters” podcast with Social Media Angel Katie Brockhurst, where I shared a recent anecdote: “I had a bit of an interesting week. I was lucky in that I had the opportunity to observe a board meeting  in preparation for some development work I am […]

Continue Reading →

How often do we come away from a customer service interaction and think “wow”? Unfortunately, not often; so low are our expectations that a company just meeting a service requirement can be a pleasant surprise. But when companies over-achieve – in terms of getting what you are looking for and being treated in a way […]

Continue Reading →

Sue Launches New Podcast I recently spoke about “enoughness” (see below) on my brand new podcast with the fantastic Katie Brockhurst: Transforming Mind Matters. I’m delighted to say you can now listen to it via iTunes! Katie and I talk about  how we can finally realise that we are enough. Do You Have Enough “Enoughness”? As a business coach/performance […]

Continue Reading →

The answer to your woes never lies in changing “out there”. You can always find it by looking “in here”. I wonder how many times I walk away from a meeting with an executive under pressure thinking, “Wow, when will they stop and slow down for long enough to hear the answer inside?” I listen […]

Continue Reading →

Recently, British Airways suffered such a serious IT issue that there were no flights for nearly 24 hours, on one of the busiest single days of the year. What will be remembered will be the pictures of delayed passengers, waiting in very orderly queues that snaked out of the terminal, along the taxi ranks and out […]

Continue Reading →

We’re all feeling the effect of information overload at the moment. Switch on the radio, TV, Facebook, Twitter, we are bombarded with it. Google anything you like and you’ll receive one billion results. Never before have our brains been exposed to so much information. We’re becoming aware of the importance of quiet time. More and […]

Continue Reading →