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Uncategorized Archive

Do Rabbits Get Screen Fatigue?

Just some 100 years ago I’d have been locked away for being insane. A statement that might not be especially surprising to many reading this but I do talk to myself. I’d never noticed before but Mrs Jez does like to point out just how much I chatter to myself and to the dogs, and […]

[CASE STUDY] Online e-learning training portal makes waves – Case Study 7

Insider Expert is something quite special. It’s the culmination of 10 years of my work creating training resources for organisations to help improve behaviour of sales field forces, leadership teams, customer service teams and of course personal development for all staff. During a discussion with one of my clients in 2011, he suggested I write […]

Rocking the Reebok Stadium in Bolton

If you’re wondering what the giant purple thing in the photo is, it’s an 8 foot balloon… I was invited to speak at a superhero themed conference for Nigel Botterill’s Entrepreneur’s Circle this week, for 450 entrepreneurs and what a blast we had – quite literally. I strongly believe, as Walt Disney once said, that […]

8 service mistakes you can’t afford to make

Voicemail and communication that isn’t personalised. It needs to be cheerful and succinct and personal – I’m a real person, so treat me like one. Ignoring the basics: a friendly approach. It costs nothing to smile and appear welcoming and yet has such a strong impact, so don’t be afraid to show customers that you appreciate their custom. Greet […]

10 Ways you are losing your customers – right now

1: You don’t do sufficient stacking. Just doing enough – isn’t enough. Customers vote with their feet and 50% of the UK’s customers move service provider because of poor customer service. But remember, your opinion doesn’t matter. The customer is on the receiving end and it’s their opinion that counts. 2: Your team don’t all […]

[CASE STUDY] When behaviours and attitudes must change and your conference needs to have an impact – Case Study 4

When a pharmaceutical company approached Jez to work alongside them at their brand conference, they had very specific goals and were serious about the impact the conference needed to have.  The conference team had already seen him work the year before at an international pharmaceutical conference and, coupled with Jez’s guarantee, knew they would be […]

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