Change Programmes
Why Change and Transformation Programmes Fail - Part 4. Cultural Awareness
Podcast SeriesFeatures
View Point
Nov 19, 2020
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 …
View Point
Nov 19, 2020
Excellent Service In Extraordinary Times
The impact of COVID-19 and the fundamental concept of customer service and sa…
View Point
Nov 19, 2020
The Universal Problem in the Service Industry
A series of podcasts about the history, legacy, relevance, and uniqueness of…
Change Programmes
May 03, 2021
Why Change and Transformation Programmes Fail - Part 1. Emotion
Emotion (Kubler Ross) – companies do not pay heed to the fac…
Change Programmes
May 03, 2021
Why Change and Transformation Programmes Fail - Part 2. Planning
Planning (Kotter) – personally, I don’t think anyone helps p…
Change Programmes
May 03, 2021
Why Change and Transformation Programmes Fail - Part 3. Politics
Politics (Kotter) – there are plenty of authorities on why t…
Change Programmes
May 03, 2021
Why Change and Transformation Programmes Fail - Part 4. Cultural Awareness
Culture (Hofstede) – the more global we have become, the mor…
Change Programmes
May 03, 2021
Why Change and Transformation Programmes Fail - Part 5. Leadership
Leadership (Krouse and Posner) – I’ve had the privilege to m…
Featured Videos
Feb 23, 2023
Patient Service the Art Course Overview and Inserts
Patient Service the Art: Course Overview and Inserts
May 08, 2021
An Introduction to Sitrus
Unique, comprehensive change management programmes that transform customer se…
May 19, 2021
The Sitrus Zest Test
Welcome to the Sitrus Zest Test! Our ability to benchmark service excellence …