Negotiations seminar review: I’m not in the world to make you happy. I’m here to get what I want.

I attended a seminar about tough negotiations. It was fascinating! One of the most useful things I learnt was that bad negotiators get too emotionally involved in the situation. You should never send in a relationship-oriented person to negotiate as you’ll destroy the relationship and the negotiation. This is because a relationship oriented person cares… Read more Negotiations seminar review: I’m not in the world to make you happy. I’m here to get what I want.

What is customer experience and why should organisations care?

What is customer experience (CX)? Bruce Temkin, co-founder of the Customer Experience Professionals Association (CXPA), defines Customer Experience as “the perception that customers have of all their interactions with an organization”. The Cambridge Dictionary highlights that feelings are important, stating CX is ”the way someone feels at all stages of doing business with a company… Read more What is customer experience and why should organisations care?