Accredited Customer Experience Master | Process Management Expert | Best Selling Author | Keynotes | We must get more scientific about Customer Experience
Joined December 2007
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Jun 12
For senior hires, where expertise, client trust, and leadership complexity are involved, the true cost, when productivity loss, management time, and team disruption are factored in, can reach multiples of annual salary.
Read:
▸ lttr.ai/AsHN1
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Jun 9
Global trade is not disappearing, but the economics of distance are shifting. More leaders are rethinking how far and how wide they really need to scale. What once looked like retreat may now be a smarter path to resilience, relevance, and long-term growth.
lttr.ai/Ar7jW
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Jun 8
Ask a manager how their one-to-ones are going, and they will almost always tell you: fine. The meetings happen, the topics get covered, the time passes. And yet the same issues surface a week later.
Read more: lttr.ai/Ar6dG
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Jun 2
Why do we preach the fall of man?
Read more 👉 lttr.ai/ArwEZ
#preachingthecurse #christianity #feminism #christianwomen #Christianleadership #christianleaders #BiblicalPrinciples
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Jun 1
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Jun 1
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Jun 1
How to Delegate Tasks to Your Subcontractor (W-O-N-D-E-R System™)
lttr.ai/Arsme
#buildyouragency #Womeninbusiness #Businesscoach #Starupcoach #Freelancer #Businesscoachforwomen #BiggestStumblingBlocks #WONDERSystem #womeninbusiness #businesscoach #starupcoach
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Jun 1
Overwhelmed by a Difficult Client? Here’s How to Let Them Go (Without Guilt or Burning Bridges)
lttr.ai/ArsC3
#FeelingOverwhelmed #SetBoundaries #Digitalmarketing #Womeninbusiness #Businesscoach #Starupcoach #VirtualAssistant
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May 25
88% of shoppers prefer loyalty programs over low prices. See the infographic to master retention. #CX
lttr.ai/ArfbD
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May 25
After a long flight, unfamiliar surroundings and cultural differences can either make a hotel feel comforting or isolating within the first few minutes of arrival. This is why cultural intelligence is becoming some of the most valuable competencies in the hospitality industry.
lttr.ai/ArfFO
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May 25
"Appreciating CX is a state of mind for the whole company is a major differentiator and allows successful organizations to continually tweak and evolve, rather than live in a permanent state of project stop-start crisis." lttr.ai/ArfDa
#CX #customerexperience #acxs
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May 20
All five challenges – lack of customer data & insights, journey touchpoints are in silos, poor personalisation, friction in navigation, and weak measurement – present an obstacle in the way of a smooth Outside-In experience.
Read more 👉 lttr.ai/ArWG1
#MainTypes #CX #customerexperience
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May 13
Want to become a fractional executive? This complete guide covers who it suits, the mindset shift required, practical steps to launch, and the mistakes to avoid.
lttr.ai/ArGAU
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May 13
Preventing burnout isn’t about working less—it’s about working smarter. Explore strategies that empower small teams and nonprofits to thrive without running on empty. This post could change the way you lead!
Read more 👉 lttr.ai/ArE2J
#NonprofitBurnout
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May 11
The people you manage now are not junior employees relieved that someone noticed their potential. They are professionals with their own track records, their own sense of how they are performing, and their own ideas about what fair looks like.
Read Here: lttr.ai/ArAEp
@PaulaDonnanAdvisory
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May 8
Discover what a fractional executive actually is, from a practitioner who's lived it. How it differs from consulting, what the lifestyle involves, and whether it's right for you.
lttr.ai/Aq49G
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May 6
Check out the latest article in my newsletter: Most CX begins in the wrong room. linkedin.com/pulse/most-cx-b… via @LinkedIn
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May 4
Most organizations expect AI to deliver immediate ROI.
👉 Faster processes
👉 Lower costs
👉 Higher productivity
But reality looks very different.
#Microsoft365 #AI #Copilot #DigitalTransformation #FutureOfWork
lttr.ai/AqwjS
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May 4
Most executive reporting still revolves around dashboards.
👉 KPIs
👉 charts
👉 trends
👉 performance metrics
…but here’s the problem:
⚠️ Dashboards show what happened—
not what it means.
#Microsoft365 #AI #DataAnalytics #Leadership #DigitalTransformation
lttr.ai/Aqvz1
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May 4
Good management is a learnable skill, but only if the
training is honest about what it’s changing. A practical
guide to UK courses, qualifications, and what to look for.
Read here:
lttr.ai/Aqvzz
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