Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the…
Category: Recognition
How to create highly engaged teams
People are not afraid of hard work they are afraid of failure, and it’s this fear of failure that causes them to disengage because nobody…
Grateful for customer experience heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction…
“Most Lean service programmes don’t deliver much value to the customer”
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six…
Creating a memorable coffee shop experience
How can retailers stand out from the competition and ensure sustainability of in-store coffee experiences? My husband and I recently visited a local coffee shop…
One Bad Habit That Creates A Toxic Culture
We have all worked for bad bosses, I know I that I have had my share, and I may even have been a bad boss…
The original ideas man
This is the Nobel Museum in Stockholm, housed in the old Stock Exchange building in the shadow of Storkyrkan‘s baroque steeple. It is right in…
A moving tribute
In 2014 888,246 hand-made ceramic poppies were planted in the moat surrounding the Tower of London to commemorate the 100th anniversary of Britain’s involvement in…
3 things you need to build great teams
John Maxwell says it best “Teamwork makes the Dreamwork.” The better our teams work together the better the results will be, it is as simple…
Employee Engagement is not the Responsibility of the Employee. Here’s Why.
If I had a dollar for every time I had a leader tell me “I wish they had given me an engaged team” or “why…