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How to Measure the Value of Good Customer Service

The skills of good Customer Service Teams are the subject of many articles, including several written by myself. This is because their worth to any…

Early is On Time – A Lesson from American Football

Sport is one of the greatest life teachers, and this is true especially in the team sport context. To succeed personally you must dedicate yourself…

The Value of ‘Go Live’ Calls

‘Go Live’ may be completely foreign to many people. But it’s actually one of the most important processes within Customer Service Departments. Surprisingly, few companies…

Celebrating Success

One of the many pleasures in taking part in awards is the celebration event – especially the dinners! It is often one of the big…

The Aggregation of Marginal Gains

In an increasingly competitive landscape, high-performing organisations in the sporting and corporate world are striving towards perfection. In this environment, opportunities to yield tangible improvements in…

Culture, Conversation and Creativity

As businesses grow, so does the appetite to expand into new territories and seek new skills and markets.  Apart from the fact that this opens…

UK Risks Winter Blackouts

An expected rise in energy demand as well as the closure of coal plants and nuclear reactors has put the UK at risk of blackouts this…

Cycle Commuting – A Win/Win for you and the Planet

Whenever I am in the office – which is on average 3 or 4 days per week – I commute by bicycle. Why? Because I…

It’s not the End Game. It’s just the beginning, in fact…

Robert Downey Jr is not a name instantly synonymous with Gateshead in North East England…!  But this may all change following his significant investments in…

The Politics of Energy

The day before the G7 meeting where world leaders are scheduled to meet in Cornwall, President Putin announced that Nord Stream 2 pipeline had completed…

The Doctor and the Secret of the Batteries

Many businesses spend years developing and refining their technical know-how and trade secrets, in order to boost their commercial value and stand apart from the…

The Secret of Our Success – A Customer Service Experience

While the basic concept of Customer Service seems to be a relatively straightforward process, the harsh reality is that the role is much more complex…

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