Change Programmes
Introduction to Service the Art Podcast 3 - Customer Journey Mapping
Podcast SeriesChange Programmes
Why Change and Transformation Programmes Fail - Part 4. Cultural Awareness
Podcast SeriesFeatures
It ain't attitude! An Introduction by Paul J. Quinn
Why 99% of people think attitude is the cure to bad service, and why this is …
Excellent Service In Extraordinary Times
The impact of COVID-19 and the fundamental concept of customer service and sa…
The Universal Problem in the Service Industry
A series of podcasts about the history, legacy, relevance, and uniqueness of…
Why Change and Transformation Programmes Fail - Part 1. Emotion
Emotion (Kubler Ross) – companies do not pay heed to the fac…
Why Change and Transformation Programmes Fail - Part 2. Planning
Planning (Kotter) – personally, I don’t think anyone helps p…
Why Change and Transformation Programmes Fail - Part 3. Politics
Politics (Kotter) – there are plenty of authorities on why t…
Why Change and Transformation Programmes Fail - Part 4. Cultural Awareness
Culture (Hofstede) – the more global we have become, the mor…
Why Change and Transformation Programmes Fail - Part 5. Leadership
Leadership (Krouse and Posner) – I’ve had the privilege to m…
Featured Videos
Perfecting the Customer's Journey
The #1 issue raised by participants prior to doing Service - the Art™ - how t…
Service the Art, Six Golden Rules
Service the Art, our two-hour online cinematic training program covers: …
Patient Service the Art Course Overview and Inserts
Patient Service the Art: Course Overview and Inserts
An Introduction to Sitrus
Unique, comprehensive change management programmes that transform customer se…
The Sitrus Zest Test
Welcome to the Sitrus Zest Test! Our ability to benchmark service excellence …