Why reconnecting with your team must be a strategy cornerstone In strategic terms, your employee engagement is vital. Your overall business goals and desired outcomes can be delivered only by teams working together. However, not all companies understand this truth. A true tale of disengagement My friend Ben called me yesterday, he was not happy. Ben, an Account Manager for a major national brand, had spent the previous day helping […]
Customer service affects people deeply and has an enormous impact on customer loyalty, profitability, retention and an organisations’ reputation. An American Express 2012 Global Customer Service Barometer Study highlighted some alarming statistics regarding how Australian consumers feel about customer service. It found: When things go wrong in customer service, people are often blamed, but are people really to blame for poor customer service? Does anyone ever really turn up to […]
Organisational change can be like the start of a marathon. There are lots of people waiting to begin, but the leaders at the front have their eyes on a good result, and they are experienced and have a strategy in mind. At the back of the pack, most people don’t realise the race has even started. They’re waiting for the people ahead of them to move. By the time they […]
Organisations cannot prosper without effective communication. Yet despite their best intentions, people often have difficulty sending, and interpreting, even simple messages. This barrier to effective communication is strongly related to a person’s thinking preference. Different thinking preferences = different communication styles An analytical thinker establishes key facts and then wants to move on; an organised thinker focuses on detail and contingency; a personalised thinker wants everyone to have a say; […]
As a guest of a Rotarian friend in 2012, I really enjoyed the inaugural Women In Rotary Breakfast function for International Women’s Day. A mammoth turnout of over 700 guests (and not all women!) was an incredible result for their first year. We were thrilled this year to be approached to be a sponsor of the event in 2013. Ancora Learning was proud to join other esteemed sponsors, by supplying […]
