- By Chris Humphrey
- May 25 2016
Compartmentalise at Your PerilThoughts on integrating HR into the customer experience strategy
An established high street restaurant chain contacted me to enquire whether I’d be interested in a role at their head office. A member of the HR team enthusiastically proposed an ‘exploratory meeting’ with the CMO, and so I waited. I got back to them, and waited. And waited. In the end, after several failed prompts, it took more than two months for the manager to contact me again with a very poorly written email informing me that I had been too senior for the role.READ THE REST...
- By Jennie Davis
- May 10 2016
Is it a Service or an Operation?Thoughts on sub-standard customer experience, KPI's and Dubai Airport
The Dalai Lama once wisely mused that “Sometimes one creates a dynamic impression by saying something, and sometimes one creates as significant an impression by remaining silent.”READ THE REST...