Leadership, Employee Engagement and Customer Service

I attended last years IQPC Customer Experience Management Conference in Sydney and thoroughly enjoyed the content. I learned a lot. There were many great speakers. Many of them focused on the what – meaning that I learned about tools, measurements, successes through data collection and customer platforms, amongst other aspects. I was invited to this year’s conference, including the opportunity to be a guest speaker during the opening day. I wanted to set a challenge to myself and the attendees with a pitch more aligned to the ‘how’: • How do we achieve improved customer service Read more about Leadership, Employee Engagement and Customer Service[…]

11 Key Leadership and Customer Experience Mantras

This week I am attending the IQPC Customer Experience Management Conference in Sydney. I was fortunate enough to be invited to be a guest speaker during the Focus Day on Monday and presented on the subject of ‘Building Customer Experience Frameworks From The Inside Out’. The comments and quotes highlight some of my key themes and concepts that I feel are most important when developing a Customer Experience philosophy and strategy: Unless your business sees Customer Experience as a culture, not a tool, then your customers will feel the pain of what is not being provided Read more about 11 Key Leadership and Customer Experience Mantras[…]

Developing and Empowering Leaders – Richard Branson (Part 1)

Richard Branson recently stated that coaching senior managers can be difficult for various reasons, not the least of which is the difficulty in finding an uninterrupted period of time to conduct and review. Branson and his senior leaders spend time together each year at his home on Necker Island to discuss the opportunities and challenges the Virgin business group and leaders currently face. I am certain this is a great opportunity to solve the business issues, share and learn from each other, however equally sure this is only part of the development story for individuals Read more about Developing and Empowering Leaders – Richard Branson (Part 1)[…]

CoachStation: Coaching and Leadership

Leadership Credibility: The Right To Lead?

A few questions that I have been recently pondering. How do you know that you have leadership credentials? What gives us the right to lead others? How do we know if our leadership is effective – how is leadership development success measured?   I had a coffee last week with Steve, someone who I was meeting with for the first time. Overall the meeting went well and we discussed many thoughts, concepts, real-life scenarios and philosophies regarding work culture and leadership. We covered background information and work history, along with discussion about values and motivations. Read more about Leadership Credibility: The Right To Lead?[…]

Leadership, The Coach and Coaching – Ange Postecoglou

With this evening’s win by Australia in the Asian Cup Football, it is timely to share a blog I wrote a couple of years ago after seeing and hearing Ange Postecoglou speak. He was then and is now a very inspiring leader. So much so that he has turned our national team around in a very short period…leading to tonight’s win. His thoughts and words regarding team, leadership and culture are just as relevant in business as they are in sport. I was fortunate to attend an evening hosted by one of my local football Read more about Leadership, The Coach and Coaching – Ange Postecoglou[…]

Leadership – It's About You

Effective leadership is neither easy nor a given – it takes effort, practice, ongoing learning & persistence: Steve Riddle The rewards that stem from being an effective leader are difficult to articulate or describe to someone who has never felt them. I have recently started reading the outstanding book, The Truth About Leadership by James M. Kouzes and Barry Z. Posner. The premise for the book is that the authors have identified ten ‘Truths’ that form the core elements of effective leadership identified over years of research. In the introduction Kouzes and Posner highlight that, Read more about Leadership – It's About You[…]

Leaders and Managers: The Time Factor

Last year I was introduced to a simple, yet powerful concept describing the breakdown of how a person in charge of people or a process (manager and/or leader) should spend their time. It is powerful in that it encourages all of us to reflect on where we are dedicating our time within our roles and possibly make a conscious decision to change, if necessary. The percentages are an indicative reflection of where the balance of time should be spent if you wish to be an effective leader. The power of this simple tool develops from Read more about Leaders and Managers: The Time Factor[…]