A good colleague of mine has come up with a brilliant concept called Conference in a Box. Rather than travel to a hotel, why not have a conference delivered to your desk in a box. Some great content, and freebies and goodies too. This month’s conference is all about delivering a great Customer Experience. I’m … Continue reading
I’ve been in leadership roles for much of my career and thinking about how to improve all the time. I’ve had the benefit of working for some great leaders and seen what they do, and also had the privilege of being coached by a professional external coach. So what have I learnt? Here are my … Continue reading
At a recent IT Service Conference, I took part in a great workshop about measures. For me the most important measure is listening to my staff and customers. Ultimately, if you can create a climate of openness, then people will tell you honestly what is working well and what isn’t. Why would anyone want to give … Continue reading
One of best way of improving is learn from the experts in other industries. A few years ago, British Airways wanted to redesign club class on their planes, so they thought luxury in a small space. Who did they choose? A yacht designer. When they redesigned check in layout, they went to Disney to look at … Continue reading
Two examples of excellent customer service this week has prompted me to ask “What makes service great?“. What can we learn in IT from other industries? Metrics do have a place, if they are relevant and understandable to the customer, but I think they are more for managing your own teams performance and providing an early … Continue reading
Mark Jacot 