Customer Drivers – Suggested Answers
Learning Finder
The Checklist Manifesto
Atul Gawande
How Little Things Make A Big Difference: how increasing knowledge and specialisation led to increased complexity and lethal mistakes... until the checklist.
Great At Work
Morten T Hansen
This book is an excellent and highly researched follow up and companion to ‘Good to Great’ – this time focusing on employees rather than leaders.
Toxic
Clive Lewis
Poor performance from a different perspective – toxic culture, rather than toxic people; but a toxic culture empowers toxic behaviour….
JEDI - what can you do?
PLUCKS template
SMART template
Culture Questionnaire
Culture Shift
Kirsty Bashforth
The book takes you through the key stages of building and maintaining a corporate culture, and there are scores of case studies to provide examples.
Searching for a Van
Vulnerability, Honesty & Being Human
One of my most embarrassing moments, professionally, and how through the empathy and support of those I let down, I learned some massive lessons…
Hearst Castle
Creativity & Customer Service Excellence
An excellent and powerful example of reversal, how changing the relationship between guides and customers generates a unique, memorable and superb customer experience.
Courageous Love
Giving & Receiving Blind Spot Feedback
A perfect example of blind spot feedback, and the difference it can make – where the feedback is given and received as a gift, rather than a criticism
