Season 1 – Episode 30: Virgin Media Case Study This week, we continue to explore the UK Customer Experience. The country's service economy employs 80% of the workforce, so understanding and enhancing customer experience is crucial. We conduct a 'shallow dive' (or maybe a snorkel) into Virgin Media, examining its history and origins, as well as customer feedback on their experiences. What lessons can we draw from such a giant corporation? Expect the usual mix of anecdotes, statistics, and insights to provide some food for thought and ideas to ensure you're delivering the best customer service! Learn the importance of thinking about design from a customer's perspective (obvious but … [Read more...]
Why Recognition Matters More Than Reward
Season 1 – Episode 15: The Workplace Steroid This week, we discuss our different tastes in pancakes - what does Jimmy’s preference for vegan delights and James’s taste for galettes say about us? We also talk about Reward and Recognition - what is the difference between the two, and what behaviours and outcomes they drive. They’re like steroids. They will turbocharge behaviours, but are they the behaviours you want? Do large corporate incentives work, or are they a waste of money? We also discuss what works, a simple thank you for a job done well (see what we did there) and creating an environment where your staff can feel and be successful. If you have any questions or comments or need … [Read more...]