…alled Mural that provides virtual sticky notes. You can find it at https://www.mural.co/. With an internet connection, a teleconference and Mural, a group can play with their virtual sticky notes, reposition them, vote on them and change their colours to their heart’s content. It is brilliant, I wish I had invented it, I wish I was being paid to plug it — I am not, but I am open to offers. You should give it a go. If you enjoyed this post click…
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What Gets Rewarded Gets Done
…gate before he stopped and refused to budge until I fed him. The lesson I commented to Kate that Harvey seemed tired. Kate looked at me with an “Are you stupid?” expression on her face and said “No, Harvey has trained you to give him a biscuit every time he stops!” It sounds obvious, looking back, but it proves the old phrase — What gets rewarded gets done. Do you understand the behaviours that you are rewarding in your business? If you enjoyed…
Who Should You Listen to When the Going Gets Tough?
…ging to the marketplace about the change (through the eyes of customers) Recommendations or referrals (hopefully!) from existing customers Of course, collecting the feedback is one thing, acting on it is completely different. You must act on the feedback. Use it to guide your customers through turbulent times. And finally, don’t forget about your employees. While this post refers specifically to the voice of the customer, listening to employees du…
Customer Complaints: Does Your Bank Act Like a 3 Year Old?
…ey all have remarkably similar titles: Complaints data: Santander Barclays.com – UK complaints data Complaints data | HSBC Bank UK When you look at these pages they all tell you how many complaints they have had, what proportion of them were dealt with in 8 weeks and what proportion were upheld (the customer was found to have a valid complaint and was paid compensation). Are you picking up a pattern yet? In the UK the Financial Services Authority…
My Favourite Pub
…ind a review about any product or service you like, and let’s be honest, if somebody is unhappy enough to write a bad review you tend to take note. What is the implication for business? If your service is poor and your staff are disengaged then it will be common knowledge across the world wide web pretty damn quick, and, more to the point there will be “other pubs nearby” recommended on the same page. There is a thought worth thinking. Oh, and my…
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