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We're writing content for trainers, coaches, facilitators, managers, team leaders and employees with a passion for transforming cultures, behaviours and skills.

Discovering Your Brand's Emotional Footprint

If your business was a shoe how would it feel to walk in? Would it be tight and pinch you? Does it have awkward characteristics that rub and irritate customers? Are some...

15 Ways to Make Your Courses and Workshops More Engaging

After over 25 years working in training and development, I've experienced hundreds of different techniques applied in teaching, training, and facilitation. I've...

If It's Good Enough for Brain Surgery, It's Good Enough for Your Pr...

It is not the strongest that survives, nor the most intelligent, but the one most responsive to change.Charles Darwin   A Clash of Beliefs This post is...

Training Your Franchisees to Bring Home the Results You Both Need

If your business model is based upon franchising your business then you'll know just how important franchisee results are. Without their success, you fail! Any competent...

How to Turn Your Book into an Online Course

Do you have a business book published or one in the making? Have you got a manuscript that you have finished but never got around to actually publishing it? Would you like...

Smart Phones are Now Harming Your Business and Here's Why

Is it me or have service standards been dumbed down by the smartness of phones? Everywhere I turn it seems, there are people on their phones catching a quick look at their...

Line Up, Line Up - Get Yourselves Sorted Out

This is a short and simple (can be made more difficult) group challenge that asks participants to arrange themselves in a line according to certain criteria. These...

The Rise of Great Customer Experiences

Whether or not you are a freelancer, retailer or international brand, your success lies largely in how well you serve your customers. And in today's rapidly evolving world...

How Businesses Can Educate Their Customers to Improve Customer Sati...

For many years since first being published in a Harvard Business Review, it's a generally accepted rule that loyal customers buy more, purchase more often, cost you less to...

The Most Powerful Activity you Can Use to Demonstrate Shared Vision

A few years ago, I met with the MD of John Lewis's flagship store on Oxford Street, London. Sales were slipping and the store was lacking in other key areas including the...

Apple's Secret Genius Training Manual, Is It a Reference for All Co...

There are so many ways in which Apple has brought change into our world. They've dented the universe for sure. If only our personal universe. From their devices to their...
 

Benefits of Using Ready To Use Training Materials

Ready-for-use (RFU) training materials have been around a long time. I can remember using them back in the 1980's when I first began training. Those were in the days...

Change Your Scenery and Understand What's Going On in Your CEX

If you have ever moved house or changed workplaces you'll know how much more sensitive you are to your surroundings. You become heightened and sensitised to new experiences...

How easyJet Passengers are Facing a ‘Bonk’ in Their Customer Experi...

Firstly, I will explain for those unfamiliar with biking terms that ‘a bonk’ is cycling’s classic term for hitting a brick wall. My eldest son is into...

My Shoe Represents How I Feel About My Role in Our Team

We've used this activity many times with teams to help them understand the landscape they work within may not be quite like they perceive it to be. The team...

Our Encounter of 'Amazing'. A Lexus Launch

Popped through our letterbox the other day came our invite to the launch of the new Lexus GS at our local dealer. As I opened and read the information inside it read "You...

American Hunter Kills BMW Customer Service Agent

This post describes a recent experience I had which falls outside of the norm and one which on the face of it I would have expected to have been resolved fairly easily. The...

Passionate Pillow Talk of the Customer Experience Kind

In this post, you will learn from an experience I had when travelling aboard a cruise ship and what to ask if you want similar extraordinary things to happen with your own...

How Many Ways Can You Tie Shoe Laces?

Activity Aim The aim of this activity is to get participants to think about how routine many of their choices are when it comes to offering customers solutions to...

If Your Business Were a Shoe, What Would It Be?

Activity Aim The aim of this activity is to allow participants an opportunity to discuss how they see their business, department, team or other issues based upon using...
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