Over time, several words have been used to describe a company's focus on customer satisfaction. They include; customer experience, customer focus, customer service and relationship management to name a few. In recent years, a new phrase has firmly worked its way into business lexicon, customer happiness. Whilst it could be argued that there is sometimes some confusion or a lack of clarity about the true meaning of any of the customer suffixes, at least happiness provides us w

“Maintaining an effective culture is so important that it, in fact, trumps even strategy.”– Howard Stevenson Culture. It’s probably a word you hear often if you follow blogs or read articles on business and management, but what is it exactly? According to Frances Frei and Anne Morriss at Harvard Business Review: “Culture guides discretionary behaviour and it picks up where the employee handbook leaves off. Employees make hundreds of decisions on their own every day, and cultu

Over the past decade, in business circles there has been a marked shift in focus from discussing diversity to diversity and inclusion. Many company's are increasingly recognising that if they wish to experience the benefits of diversity, they need to cultivate not just a diverse workplace but importantly also an inclusive one. There is also growing recognition that leaders have a critical role to play in achieving this – creating workplaces where a diversity of people feel va

Does your company promote a positive work culture? Do you consider yourself a person who acts with kindness and compassion? We spend more time working than we do anything else. It is becoming more important now to pay attention to how we treat each other whether at work, home or at the local shops. There is an increasing body of research that shows how we interact with our colleagues can have consequences on our well-being. Leaders may set the tone; however, it's employees wh