May 28, 2016 May 28, 2016Could too much measurement be preventing the delivery of great customer service?We are increasingly able to quantify and connect up our lives. We can now measure and monitor: How many steps we have taken today. Our average […]
May 20, 2016 May 20, 2016When it comes to employee engagement, what’s your keystone?Recent research by Gallup found that only 32% of all employees in the US, only 17% in UK and, on average, only 13% of employees worldwide […]
April 20, 2016 April 20, 2016Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global LogisticsToday’s interview is with Cheryl Johnson, Head of HR for Echo Global Logistics. Cheryl joins me today to talk about what they are doing at Echo […]
April 11, 2016 April 11, 2016How to create a wow customer experience – Interview by Jonty PearceToday’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of callcentrehelper.com about my new book (How to Wow: 68 Effortless Ways […]