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The importance of attitude

How did Sir Alex Ferguson spot the potential in players like Beckham, Scholes, Neville, and Giggs? In this programme, Grant Leboff discusses with Professor Damian Hughes, how Alex Ferguson nurtured and pinpointed players with the right attitude and how that discipline transfers to a business environment.

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Values and Value Added

Customers are becoming more conscious about what they buy and why they buy. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses changes in the way people are looking to align themselves with things that make sense for them.

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What is the Dice Matrix model?

Based on her book ‘Mind the Gap’, the Dice Matrix business model was developed by Susannah Schofield, who is an industry expert in Strategic selling through fact based business modelling. In this, the last lesson in the series, Susannah discusses the lessons she learned from 20 years with the Royal Mail and how the Dice Matrix model works in practice.

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How do I meet customer expectations?

One of the challenges that a lot of businesses have is aligning what they provide, with the perceptions that their customers actually have. In this lesson, Susannah Schofield, discusses the importance in having the two aligned.

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How companies need to think

Many companies consider themselves outward-focusing, but are they best-placed to even do that?” In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the link between organization structure and the customer experience

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Customer feedback

Asking your customers for feedback about your product or service can be a tricky thing. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the challenges of asking for feedback too soon, or too late.

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Customer engagement

In your effort to improve your service or product, when was the last time you asked your customers to help? In this lesson, customer service and experience strategist, Adrian Swinscoe, explains that to really engage customers, you need to be willing to fail.

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The seven step process

In his book, ‘On-Purpose’ business consultant and author Shaun Smith, sets out a ‘seven step process’ that a business need to go through in order to achieve an ‘on-purpose brand’. In this lesson, he explains the seven steps.