That was the quarter that was

Unbelievably its July already. The monsoons have arrived, in Sheffield if not in Mumbai.

The tide mark up the wall in client Irwin Mitchell's ground floor offices on Friday had to be seen to be believed. Of course disaster recovery plans and blitz spirit meant customers and clients were not suffering, even if staff have. It's a timely reminder to test your back up plan, including how you'd enact it without mobile phones, power and transport.

Looking back over April, May, June it's been constant travel with the awards and conference circuit with some memorable papers, and some maybe not so!

The key changes that I've observed over this period of constant listening have been:
1) Major change is the constant mantra - email me at peter.massey@budd.uk.com if you want ten top success tips from these programmes
2) Management are recognising that customers know the answers, what's wrong and what's right
3) Front line staff are being listened to more and more
4) Management teams are swimming in information, but few have information with which they can drive the business, the customer experience; they have no tracking or reporting on how well they are driving the customer experience week on week
5) Cross functional business change is still the big deal

If you want to talk about these issues in yoru context - get in touch
Have a happy third quarter !