Customer and Employee Experience – two sides of the same coin

How many businesses have a Customer Experience focus? How many have an Employee Experience focus? How many have both? I don’t have any statistical answers, but what I have noticed is that most businesses that do look at experience focus on one area or the other. And those that do focus on both tend to […]

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Human relationships are messy

Human relationships are messy, untidy, complex. Sometimes I wish that they were easier. I’ve been married 20 years, have teenage children, employ a team of people, have a large extended family with aging parents, live in a small village community, volunteer for various community projects, manage a number of long term clients and suppliers. That […]

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Moving from Reaction to Response

an article by Lucy Harrison, founder of the Harrison Network and author of ‘Soft Skills for Tough Jobs’   I used to be a rubbish listener. I was less interested in hearing about the problem than offering a solution. ‘Fixing’ things, or finding ‘solutions’ was how I added value – it was my job as […]

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