On the sofa with Nigel Botterill
“I was over the moon to be invited to join multi award-winning entrepreneur, Nigel Botterill recently, founder of the Entrepreneurs Circle and famously known for building 9 x million-pound businesses from scratch. They say that to be truly successful, you need to surround yourself with other like-minded people and being part of Nige’s tribe has massively […]
Millennials are from Mars & Baby Boomers are from Venus
So, this week I came across a fascinating article by Steve Morrell of Contact Babel about the ‘perennial millennial customer service dilemma’ as he put it. In his White Paper, Steve articulately explains the challenges our frontline teams and leaders are faced with today, when a Generation Y’er contacts a call centre demanding service….and boy, […]
Q&A 60 second ice breaker
We’ve had a ball this last week with our lovely VIP client – and we’re all set to have another one this week, when we continue with the re-launch of a culture change programme we began with them at the start of this year and alas, a global pandemic put paid to our progress for […]
It’s not just the gardening industry that’s blossoming!
In last week’s FIT Matters, we took a look at some of the industries that appear to have blossomed and boomed as a direct result of this unprecedented pandemic the world has experienced over the last 6 months – and there’s even been shiny new sectors that have emerged out of nowhere, such as the […]
Do you mind holding Sir?
Back in 2017 we took a look at the need for speed as a key driver in achieving brand loyalty through great customer experiences. At the time Forrester research (www.forrester.com) indicated that the need for speed is a key driver in the ever-changing face of the customer service race for brand-loyalty. According to Forrester 73% […]
The Coronavirus pandemic has been a really, really good thing for some industries
You’d have to have been living in a very large black-out bubble not to be aware of the catastrophic impact Coronavirus has delivered to the Universe over the last 5+ months. Indeed, it’s brought the world to a complete standstill at worst and to a very large pause at best. As a result, there are […]
The ONE thing Donald Trump HAS got right!
Well maybe not Trump himself, but his people have got something right for sure…. …and that’s the oodles of stories sprawled across the internet, of companies from across the pond delivering remarkable customer service in a truly unforgettable (or should I say ‘truly memorable’) way – and it seems, those service givers (and receivers) love […]
Have a break – have more than a Kit-Kat
Jeez it’s been a scorcher over this last week hasn’t it!? It’s fine for those of us who were planning to be sunning ourselves in the Algarve or cruising along Hawaiian shores at this time and who now find themselves holidaying in their back-yard or down on the local beach front instead…. At least you’re […]
Until they buy…or die!
There are a few things that you can never accuse me of being – and not being persistent (albeit annoyingly so at times) is one such thing! I was taught from the early days of my career that the only thing failure would not tolerate was persistence, so I guess I’ve always had a gritty […]
Working remotely during the Covid Pandemic – 6 Golden Rules to follow
This week I’m going to be short and sweet (aren’t I always ). Seems that the home working craze is starting to wane a little – perhaps it’s not quite the panacea we thought it might be with many starting to feel a little frayed around the edges. So hopefully this week’s FIT Matters will help rebalance […]
