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The five hidden traps in decision making – and how you can avoid them

Being a strategic leader isn’t easy. Every day you’re faced with multiple decisions, knowing that a single mistake can damage both your company’s fortunes and your own. These choices can also have a serious impact on team morale, with studies showing that poor managerial decision making is the number one reason for employees handing in their notice. Meanwhile, scientific research has revealed several psychological traps hardwired into our brains can affect the decisions we make. So let’s look at these pitfalls and how you can avoid them. 1. Sticking with the status quo and the fear of upsetting the balance People inherently fear change. Either consciously or subconsciously, we don’t want to upset a perceived balance in business or life. [...]

By |September 6, 2018|Categories: Entrepreneurship, Leadership, Training|0 Comments

Decision making and information flow: The keys to powerful strategy execution

Congratulations. You’ve devised a brilliant new business strategy with clear goals and objectives, and the only way is up right? Not necessarily. Executives and managers frequently spend a lot of time forming the master plan but almost none making sure their employees follow through. Indeed, Harvard Business Review (HBR) cited research which surveyed over 125,000 people in more than 1,000 companies, which found that even those who do attempt to guide their employees through strategy execution, place emphasis in the wrong places. What gets left out? Decision-making and information flow. Usually, when companies fail to execute their strategy, the first thought the management team has is to restructure. But research shows that the foundation of great strategy execution starts with deciding [...]

By |August 7, 2018|Categories: Entrepreneurship, Leadership|0 Comments

5 ways your strategy execution is letting you down (and how to solve it)

A sound strategy is the key to business success. Without it, we flounder and fall short. Because it’s the plan of action your business needs to grow in a manageable and sustainable manner. It’s setting out what you intend to do (and not do) in order to build your company’s market value, enhance its commercial standing and increase its revenue and profits. It gives your business direction and the means by which you intend to move in that direction. In short, it’s the reality check you need to turn a dream, an idea, a vision into a viable business. Most companies have a strategy in place, but forget to pay attention to the execution of that strategy. With studies showing [...]

By |June 25, 2018|Categories: Entrepreneurship, Leadership|0 Comments

UAE customer service pitfalls – and how to avoid them

Frustrations with poor customer service and therefore a terrible customer experience, are common the world over and the UAE is no exception. Across all sectors, the Emirates achieves a disappointingly average customer service rating of ‘moderate’ according to the annual UAE Customer Satisfaction Index (CSI), published by Kuwait-based Service Hero. Over all dimensions of customer service, there is a negative gap of -6.7 between expectation and reality. And while a gap of up to -3 is acceptable, according to the index, the figures clearly show that the UAE has a long way to go. But as Accenture’s Global Consumer Pulse Survey 2017 states, ‘there is remarkably little change in the past three years in terms of the things companies do [...]

By |May 27, 2018|Categories: Customer Service|0 Comments

Boosting employee engagement: how can it impact your bottom line?

Do you look forward to going to work? Okay, but how about your employees? It’s a question worth asking because the degree to which employees are engaged with their job has a direct effect on their productivity, loyalty and inclination to absenteeism, which in turn affect company profitability. The connection between employee engagement and profitability is long-established and not at all surprising but recent research has revealed the extent to which it applies. And for any company executive with an interest in getting the most out of their workforce, it places an emphasis on the need to boost employee engagement which simply cannot be ignored. So what defines an engaged worker? Put simply, engagement is a measure of your employees’ [...]

By |April 22, 2018|Categories: Customer Service|0 Comments

No comprende: 5 ways companies fail to understand their customers

All successful businesses have one thing in common: they focus on what best serves their customers. Unfortunately, not every business understands this. SME owners may be inspired to try and change the world, but they may be more focused on their product than on the people who will benefit from it. While company executives may be too busy managing the business to really recognise their customers’ needs. If a company’s strategy and processes are customer-centric, striving for the best customer experience possible, that can’t help but be a money-maker. Happy, loyal customers will not only keep giving you money, but they’ll also become ambassadors for your brand. So here are five ways your company might be failing to understand its [...]

By |March 21, 2018|Categories: Customer Service|0 Comments

Numbers or people? Why customers and data go hand-in-hand

A successful company has customers at its core. Long gone are the days of one-size-fits-all advertising and competition based solely on price. If you want to get – and keep – customers, you need to be interacting with them and building relationships on a one-to-one level. But that isn’t enough. As a successful modern enterprise you’ll be using data-driven insights to understand your customers’ needs in a rapidly evolving world, enabling you to proactively evolve your products alongside those needs. Many of the successful new ‘disruptive’ businesses – including Uber and Airbnb – are using data and its analysis as the cornerstone of their entire business model. Against this background you don’t want to risk being left behind, possibly disrupted [...]

By |March 6, 2018|Categories: Customer Service|0 Comments

Can you feel it? Improving customer experience through emotions

When you last bought something, do you know why you bought it? Why did you choose one brand in preference to another? Why did you plump for an iPhone instead of a Samsung? Why do you get your coffee from Starbucks rather than somewhere else? We all like to think our decisions are based on rational thinking. But there’s much more to it. Harvard professor Gerald Zaltman tells us that at least 95% of all cognition occurs subconsciously. The subconscious mind is where our emotions brood, and where much of our day-to-day behaviour is shaped. As a business owner you won’t be surprised that emotions are involved in purchasing decisions. So are you really engaging with your customers on that [...]

By |January 28, 2018|Categories: Customer Service|0 Comments

‘All the feels’ – connecting with your customer’s emotions to build a powerful brand

How important is customer experience? Very important, according to a 2016 report from US research and advisory group Forrester Inc. Nearly three quarters of businesses point to improving customer experience as their top priority. It’s great that so many firms have switched on to this topic, but not everyone is up-to-speed on what it means or why it’s important. For one thing, it’s easily confused with ‘customer service’, which is a much bigger issue. Author Colin Shaw describes customer experience as ‘a blend of an organisation’s physical performance, the senses stimulated and emotions evoked… intuitively measured against customer expectations across all moments of contact’. In other words, customers are always watching, judging, and remembering. In doing so they’re forming emotional [...]

By |December 13, 2017|Categories: Customer Service, Leadership|0 Comments

From courage to commitment – the five Cs that make a great leader

Leadership is a fascinating, complex and multi-dimensional subject. What makes a great leader? How do great leaders inspire people? And how does this all come together to enable people to build great organisations? These questions have fuelled debate for centuries, between philosophers, academics and business practitioners. But whether you consider leadership a skill, a character trait, a behaviour, or a process, there’s no denying its ability to make or break a company. Your employees’ thinking patterns, emotional responses and business conduct will often depend on the actions of an influential few – and that power can be harnessed for better or for worse. The pillars of leadership So let’s take a look at the five fundamental pillars of leadership, and [...]

By |November 15, 2017|Categories: Customer Service, Leadership|0 Comments

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