successful customer outcomes

Employee Engagement and Amazing Customer Experience

Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints – Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First, …

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Employee Engagement Awareness on the Rise

Is Employee Engagement Awareness on the Rise? A review of current business articles highlighted a number of tweets, posts, and media articles over recent days and weeks that focus on employee engagement. This comes on the back of the media hype over the increase in online consumer sales, with Australian retailers being told to lift …

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The Customer Is Not Always Right

No, I’m not referring here to the way we manage potentially abusive customers. You don’t have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I’m exploring the gap between what a customer may request or say that they want, what they truly need, and the …

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Book Review – “Outside-In” by Steve Towers

Outside-In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. An Outside-In Philosophy In suggesting that today’s businesses are working with new rules and …

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Advanced BPM Training

Recently I was fortunate enough to be able to attend the BP Group Certified Process Process Professional program in Brisbane. For me, this was the opportunity to follow up the three day Business Process Management Training I had previously attended in Melbourne. As expected, there were a great group of attendees, from diverse backgrounds. Despite …

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