What is it about feedback that makes it seem to move in just the one direction: downwards? Every now and then, yes, it does move sideways. But it very, very rarely moves upwards. No, feedback is almost always something that passes from a senior team member to a more junior one. It’s as if the […]

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. Our work with hundreds of companies offers a clear and simple answer. Read this brilliant HBR article to find out more

Nobody likes conflict. But when you’re a leader trying to manage a struggling team, it can feel as if you’re veering from one conflict situation to the next: stakeholders are unhappy, customers are unhappy and staff are unhappy. The only way to fix the first two is to address the unhappiness and underperformance of your […]