Everyone carries biases within themselves ..read more

What’s the real impact of a good customer experience?  While a decade or two ago, bad customer service meant losing the one or two customers who experienced it, nowadays it means changing your brand perception for the whole of your customer base.  ..read more

Imagine being asked this question and think about the first thing that comes to your mind.  ..read more

For a few decades now, The Motivation Agency has been supporting organisations in their employee engagement journeys.  ..read more

I have always been a high mileage driver and like many drivers, I have my favourite fuel stations.  ..read more

I have always been a high mileage driver and like many drivers, I have my favourite fuel stations.  Back in the 80s I had a fuel account with a Texaco garage between my home and the office I was working in and would fill up around 3 times a week.  Every time I filled the car up, I would be asked if I collected the ‘Stars’ (those of a certain age will remember these!). My reply was always “No,” as I was unaware of why I should be collecting them.  After using the service station for approx. 6 months one of the cashiers said to me: “If you had been collecting the ‘Stars’, you cou ..read more

As we celebrate ‘International Coaching Week’, I thought I would share how I have used coaching outside of the workplace ..read more

As we celebrate ‘International Coaching Week’, I thought I would share how I have used coaching outside of the workplace. Several years ago, I was a volunteer instructor with British Waterski & Wakeboard and was one of the first coaches to qualify in the UK for my discipline! This was the result of a new coaching approach that stepped away from previous traditional teaching methods, which were defined by more of a ‘tell’ style and were usually quite loud! When we started to adopt a more structured approach to coaching and changed the ‘Tell’ to ‘Ask’, the results were immediate. Training i ..read more

I have been talking to a great friend of mine, who works in sales, and as we all know the last couple of years have not been brilliant for retail and business sales. Over the last couple of months, huge pressure has been applied to the sales team to close business for the year-end and this is not landing well, as there is no incentive to do so (positive reward and recognition), just a daily rant and a weekly name and shame on calls, appointments, and orders.  ..read more

Reward and Recognition are central to employee engagement, and any employee engagement solution must deliver measurable improvement in business performance. Sales teams are the lifeblood of any successful business and motivating them to perform at their best is crucial for the growth and success of a company.  ..read more