Blog

Linking customer satisfaction and lifetime value to business success

By Michael Bosonnet, strategic planning and data analytics consultant In the 18th century, Josiah Wedgwood made a promise to customers; “satisfaction, or your money back”. He is credited with pioneering many of the tactics used in marketing today. With new marketing metrics including NPS and customer retention rates coming to the fore there is increasing... View Article

The role of L&D in strategic business growth

By Barbara Lynch, experienced trainer, facilitator and coach. The Financial Times published an article in 2014 ‘Be ready to reinvent yourself at any time’. In the article they stated “A job for life is as outdated as a fax machine, so employees have to be ready to dust off their CVs at any stage of... View Article

Why mastering professional writing skills is essential for the insurance sector

By Fiona Ashe, consultant and trainer in business writing, film-making, content creation and digital marketing. “Billions of dollars in lost productivity every year can be traced to employees who are not capable of writing clearly and concisely with a focused message for their intended audience.” –Joann Killeen, President, Killeen Furtney Group writing in the Los... View Article

Battling burnout; five simple steps to lighten the load

By Deirdre Curran, learning and development specialist and Chartered Organisational Psychologist. Workplace burnout is on the increase. Recent research carried out by the Economic and Social Research Institute revealed that the number of Irish workers experiencing stress doubled between 2010 and 2015. The World Health Organisation defines burnout as a “syndrome conceptualized as resulting from... View Article

How to future proof your leadership skills

By Claire Flannery, qualified Business Psychologist & Executive, Business & Personal Coach Type ‘future of work’ into Google and it’s easy to get overwhelmed with the volume of research publications, surveys and articles on what it is and how to survive! We are in the midst of the biggest disruption since the Industrial Revolution with... View Article

Building a Board to Face the Future

By David W. Duffy, Ireland’s leading published author on Corporate Governance and Founder of The Governance Company The Governance Company is a Dublin based Enterprise Ireland backed EdTech start-up. Together with our partners, the global search company Odgers Berndtson, we recently conducted a survey of more than 200 non-executive directors in Ireland and overseas to... View Article

The Social Customer Service Playbook

By Rob Farrell, Lecturer, Trainer and Conference Speaker With widespread customer adoption of social networking sites, many organisations have established a presence on Facebook, Instagram, Twitter, LinkedIn, Snapchat and others to communicate with their customers. As a result, social channels are becoming a preferred alternative to email for many customers to reach out but what... View Article

Five Ways to Start Building a Culture of Open Communication

By Mark Hayes, Accredited Coach & Certified Trainer “Culture eats strategy for breakfast” observed Peter Drucker many moons ago. Fast forward several decades and organisational culture is still considered by many as an afterthought. At best, it is something ‘touchy-feely’ delegated to the guys and gals over at HR. At worst, it is likely to be... View Article

Workplace Wellbeing – Get the Fundamentals Right First

By Brian Crooke; wellness consultant, speaker and trainer. The landscape of workplace wellness has changed significantly in Ireland in recent years. The idea that wellness in the workplace consists of bean bags, table tennis and a yoga class here and there is still the opinion of some however this view is dying out as we... View Article

Influencing Through the Power of Non-Verbal Communication

By Yvonne Farrell, Leadership & Management Development Consultant and Professional Coach How can the power of observing and assessing non-verbal behaviours in others, and the ability to identify and regulate your own non-verbal communication style, aid your ability to communicate and influence more effectively and understand what others are really saying to you? “The most... View Article

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