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When a client asks you to design and implement a skills development programme to support the delivery of a business-critical strategy in nine languages across sixteen countries in Europe, how do you ensure its success?

Towards the end of last year I was looking forward to working with the leadership team of a charitable organisation. The new Managing Director, who had recently joined the business, knew that the established, experienced team he had in place could be even more effective, productive and fulfilled, if they worked together better. The very […]

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 […]

“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 […]

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 […]