The Change Curve
I normally reserve talking about the well renowned Change Curve (a model originally developed in the 1960s by Elisabeth Kubler-Ross to explain the grieving process) for our culture change projects – and in particular, to help frontline teams and leaders understand that emotional, irrational reactions to significant business change are perfectly NORMAL. The original Kubler-Ross […]
Resilience is KEY!
At times like this, though I’ve never actually experienced ‘times like this’ in my entire lifetime, it’s really important to be extra vigilant about who you hang around with. The brilliant motivational speaker Jim Rohn famously said that “we are the average of the 5 people we spend the most time with…” So, it makes […]
Silence is golden – until the winners are announced
During last week’s final of Britain’s Got Talent: The Champions, presenters Anthony McPartlin and Declan Donnelly suddenly silenced the proceedings to introduce ITV’s mental wellness campaign, created by Uncommon Creative Studio. Ant & Dec shared the fact that anxiety and depression in children has almost doubled over the last 10 years. 1 in 10 children […]
State of our nation – and Brexit isn’t to blame!
Having had a few really positive and vibrant weeks, both professionally and personally, I’ve been brought down with a super huge bang these last couple of days, while preparing Marie’s Mumblings for this week’s blog…. Scouring through the World Wide Web (and other interesting artefacts) in the hope that I can share some more of […]
How emotionally FIT and healthy are your staff?
I read a fascinating paper recently from Puzzel (www.puzzel.com) who conducted a survey focusing on how much emphasis customer service leaders and managers place on the experiences and welfare of their frontline staff in the quest to improve customer experience. The survey focused on 6 questions and the responses were very interesting, with 35% of […]
I’m a celebrity – don’t ever get me out of here!
I was blown away this week when I received an email from the lovely Paul Ainsworth, Editor-in-Chief of Customer Experience Magazine, who told me he was thrilled to announce that I’ve been shortlisted for their upcoming Top 50 CX Stars feature. As one of a select group of shortlisted candidates, the list has been compiled […]
It doesn’t get more controversial than this…
Well you know me – I like to start the New Year with a bang and what better way to grab your attention at the start of this new decade than talking about something properly controversial this week. Two controversial subjects actually – Religion AND women reigning supreme! Have I caught your curiosity yet? Have […]
How DIRTY is your language?
Were you aware that saying things like ‘don’t worry’, ‘bear with me’ and ‘sorry to keep you waiting’ (all common phrases within frontline operations like yours) are setting you off on the wrong foot, before you even begin to influence how your customer feels about your organisation? WHAT you say and HOW you deliver your […]
Your 30-minute FREE online Training Event
Here at FIT, we are all about helping you deliver world class customer service, so you can differentiate yourself from the competition. This week we are taking the word VALUE to a whole NEW LEVEL. I’ve recently created an online training event, which is jam packed with practical, useful & helpful CX strategies, which you […]
Double your appointments in just 15 minutes!
Telephone sales and appointment setting remains one of the most productive and cost-effective methods of reaching new clients for many businesses – but only if you have properly trained people representing your brand at the other end of the ‘phone! Many of you will know that, here at FIT, our trainers have all walked their […]
