Radio Show #628 – Ensuring Your Team Feels Complicit in Delivering Customer Outcomes

Radio Show #628 – Ensuring Your Team Feels Complicit in Delivering Customer Outcomes

Guest: Peter Cross: Author of ‘Start with the Customer’ Peter Cross is a leading authority on serving customers in a changing world. Renowned as a champion and unflinching campaigner for world class customer service, his belief in the value of service, both to business, the customer and our broader society has fuelled a lifetime’s work, raising service standards across multiple sectors and building a deeper awareness of its transformational commercial power. After lengthy stints in the luxury and retail sectors, Peter joined forces with Mary Portas to build one of London’s foremost customer marketing and insight agencies. He then spent eight years in charge of customer experience at the John Lewis Partnership. Today, Peter is a consultant, international speaker and one of the world’s foremost authorities on customer behaviour, advising on the art of customer service and employee engagement. He is Vice President at the Institute of Customer Service, an ambassador for the Retail Trust and Pride Wide and Leader in Residence at the University of Leeds. Peter’s first book, ‘Start with the Customer’ was published by Pearson. An instant bestseller, the book was referred to by the Grocer magazine as the “essential text on customer experience”. Join us as we discuss employee empowerment and engagement . Host: Andy Goram

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Episoder(127)

Radio Show #657 – Want Better Employee Engagement Ditch the ‘Great Man’ Theory of Leadership

Radio Show #657 – Want Better Employee Engagement Ditch the ‘Great Man’ Theory of Leadership

Guest: Leandro Herrero – Chief Organizational Architect at The Chalfont Project, psychiatrist, author, and international speaker. We may think we left the “great man theory” of history behind in the ...

23 Sep 32min

Radio Podcast Show #656 – Does Where We Work Really Matter Workspace, Wellbeing and Employee Engagement

Radio Podcast Show #656 – Does Where We Work Really Matter Workspace, Wellbeing and Employee Engagement

Guest: Jane Sartin – Executive Director, The Flexible Space Association (FlexSA) Jane Sartin is Executive Director of The Flexible Space Association (FlexSA), the trade body representing the UK’s fle...

15 Sep 29min

Radio Show #655 – When the Numbers Stop Working: Keeping People Engaged Through Tough Decisions

Radio Show #655 – When the Numbers Stop Working: Keeping People Engaged Through Tough Decisions

Special Guest: Lara Morgan – Scentered and KitBrix When a business comes under financial pressure, what happens to engagement — and how do leaders communicate difficult news without pretending everyt...

9 Sep 29min

Radio Show #654: Did Your Know We Are The Last Generation to Manage Only Humans…

Radio Show #654: Did Your Know We Are The Last Generation to Manage Only Humans…

Special Guest: Dan Sodergren – Author and keynote speaker on AI and the future of work Leadership, AI and what this means in this… the Fifth Industrial Revolution We’ll explore this through Dan’s Fi...

2 Sep 34min

Radio Podcast Show #653 – AI Didn’t Break Workplace Culture, It Exposed It

Radio Podcast Show #653 – AI Didn’t Break Workplace Culture, It Exposed It

Guest: Gustavo Razzetti – CEO of Fearless Culture; Bestselling Author of “Forward Talk” Gustavo Razzetti is the bestselling author of Remote, Not Distant and Stretch for Change, and his forthcoming bo...

26 Aug 28min

Radio Show #652 The Results from our 2026 Engagement Survey

Radio Show #652 The Results from our 2026 Engagement Survey

Special Guests: Sarah Pass and James Court-Smith, EFS Advisory Board Members The 2026 Engage for Success (EFS) Annual Survey is built around one central message: productivity starts with people, and ...

21 Aug 33min

Radio Show #651 – Building a People Strategy on the Engage for Success Model Seven Years On

Radio Show #651 – Building a People Strategy on the Engage for Success Model Seven Years On

Guest: Fiona Stephens – Director of People and Culture, Migrant Help Fiona Stephens is a senior people and culture leader with more than 35 years’ experience across the public sector, NHS and not-for...

12 Aug 33min

Radio Show #650 – Aligning Organisational Mission with Employees’ Life Purpose

Radio Show #650 – Aligning Organisational Mission with Employees’ Life Purpose

Guest: Emerson Resende – Founder, Zeno Life Plan | Former UN Climate Finance Leader Emerson Resende is the founder of Zeno Life Plan, a structured framework that helps organisations align business mi...

5 Aug 27min

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