12Dec Flying has its Rewards (For Staff!)

A friend who’s a regular flyer with American Airlines recently received some $50 vouchers to use. Not to give him discounts, or extra services, but to give to members of American Airlines staff who make his trip an enjoyable one.

What a great idea – a direct reward for excellent customer service. It happened to me at a hotel I stayed at some years ago. I was given a token that I had to give to the person who made my stay a great one. Apparently the staff could then trade in the rewards for prizes.

Think how this could work in your business…. ask customers to highlight your ‘customer champions’, get them to nominate your best performers, send them a voucher they could give to your staff.
This does a number of things:
– It demonstrates you believe in great service (to your staff and customers)
– It highlights brilliant performers
– It ‘engages’ your customers
Be careful how you reward your people as a result. One shop I visited once asked customers to nominate ’employees of the month’. I came across one, a seventeen year old lad called Daniel who gave exceptional service. I told him I was going to vote for him. ‘Please don’t’ he said, ‘I’ve already had 4 nominations this week’ .

‘You’ll win, then’ I told him. ‘I know’ he replied ‘I don’t want to… the prize is dinner with the MD!’

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08Dec As the Future Catches You!

Wow! If you think the world has changed dramatically in the last five years, you haven’t seen anything yet. You’ll never look at the world again after reading this book. Juan Enriques has written a book that explores how technology and particularly genetics and genomics are already transforming our lives, both business and personally.

It’s about life beyond the didigal age and it’s truly amazing. For example. nanotechnology will enable the Encyclopedia Britannica to be written on the nead of a pin! So what? Well, this book explains the ‘so what’ and takes you on ajourney that will scare, amaze and stimulate you!

The sort, quick, fun style ensures a great read. Digest it, and see the future before your competitors do!

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06Dec We Played To Win!

Thank you so much to everyone who came along to the Riverside Stadium this morning. It really was a great morning, and I’m sure you’ll agree, everyone left stimulated, inspired and motivated!

Here are the slides from the session. Feel free to browse the website for articles and toolkits on many of the things we talked about. Download them, distribute them, USE them!!!

Thanks to all our speakers and contributors – we couldn’t have done it without you!

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01Dec Thomson Fly? More Like ‘Thomson Must Try’

A friend recently booked flights with Thomson Fly for his whole family, and paid the extra for reserved seats. On boarding the plane, he was told that it was a different model of plane than had been originally scheduled, and that the seats weren’t available.

A member of the crew told him to contact Head Office when he got back. So, on his return, he called Thomson to get his money refunded ( less than

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18Nov It’s The People, Stupid!

Welcome to those of you who attended the Institute of Materials, Minerals and Mining “Challenges Of The Global Market” Conference. To download the slides from my presentation, “It’s The People, Stupid!” simply click here.

You might also be interested in Vision, Values and Victors, a paper I wrote highlighting the lessons from winning companies. Finally, to subscribe to Revolutionary Times, free rants, raves and ideas straight to your inbox, click here.

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