In any organisation, there are people that we manage, and people who manage us. Influencing people to want to perform is the secret of good management (Leadership). And sometimes, we need a way of managing our managers. And other times, we just need to be able to manage the people on, for example, a cross functional / project team. One way of thinking about social interactions is to use the SCARF model, which can help to make those interactions more successful. As a manager o

Most people realise that investing in stand alone CX training days do not change the behaviour of front line employees in the long term. Developing a cohesive customer experience strategy, focusing on initially Customer Leadership along with tactics that have high impact along the employee journey ( recruitment and selection, training and verification, r&r, retention) makes all the difference. Customer Leadership or Service Leadership focuses on the the service employees' lin