Management development – Page 2 – Growth and Profit

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Category Archives for "Management development"

Why Reducing Customer Churn is Important

By Andrew Cooke | November 28, 2017

How reducing customer churn can improve profit… Customer churn occurs when customers or subscribers stop doing business with a company or service It is normally described as the percentage of your total customers who have left you. So, reducing your customer churn can help your improve your profit by addressing two elements: Costs – the […]

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Work Is a Purpose, Not a Place

By Andrew Cooke | October 30, 2017

What can we do to make work a place people want to be? Too often we look at work as a place we go to, and where we can be found from Monday to  Friday for eight to nine hours a day.  This perspective, although true for the workplace in times gone by, is no […]

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3 Ways to Accelerate Team Performance

By Andrew Cooke | October 20, 2017

Improving team performance comes from both within and without If you are running a team or project team, especially when you have new team or one where there has been a change in team membership, you need to bring them up to speed as quickly as possible. Underpinning is this how you can capture, use […]

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How to Avoid Staff Turnover Impacting Your Teams

By Andrew Cooke | October 13, 2017

How to reduce the risks and costs of changes in your teams High staff turnover is a major cost and drain on an organisation.  Apart from the costs associated with recruiting and replacing an individual, a major cost (which is often under-estimated) is the loss of knowledge, expertise, insights and relationships. This becomes a real […]

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3 Steps to Help Your Managers Prepare for Difficult Conversations

By Andrew Cooke | September 29, 2017

In times of challenges and uncertainty, supervisors might be experiencing an increase in the number of difficult conversations with their staff. These could include delivering bad news about an employee’s job, informing staff about work restructuring, or discussing other complicated and stressful work situations. Preparing for the conversation Before going into the conversation, ask yourself […]

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Bring Your Customers on the Journey with You

By Andrew Cooke | September 27, 2017

How to make it easy for prospects and customers to buy….. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touch-points you […]

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How to Find Your Best Clients

By Andrew Cooke | September 25, 2017

And it’s not necessarily those who spend the most…. The squeaky wheel is the one that gets the oil. We all know that. And the customers that complain are the ones we listen to, and with good cause. But when we do so we often forget to pay sufficient attention to our other customers. Because […]

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The Customer is NOT Always Right!

By Andrew Cooke | September 20, 2017

3 reasons why the customer is not always right One of the oldest adages for customer experience and customer service is “The customer is always right!”. Sorry, I don’t hold with that. Why? People assume that it is better to keep a customer rather than alienate a customer. But often this is not the best […]

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1 New Results Need New Behaviours

By Andrew Cooke | July 24, 2017

Why what got you here won’t get you there! Are any of these scenarios familiar to you?  You’ve been recently promoted. You’re in the same job you were in a year ago, but the scope is a lot bigger today than it was then. You’re working in an organization where the performance bar has been […]

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