For the past 17 years, I’ve noticed a common pattern in most organizations: people will do almost anything to avoid conflict.
They’ll stay quiet, they’ll nod along, they’ll even fake being sick just to dodge a tough conversation. Some will agree to things they don’t actually believe in—just to avoi...
In today’s business landscape, trust is the currency of success, and company culture is the foundation that determines long-term profitability and sustainability. Upgrading your organizational culture is not a soft initiative—it’s a strategic necessity that drives retention, productivity, customer l...
Last week, we saw record-breaking registrations for our online insight session on handling complaints. That tells us one thing: this is the year businesses are no longer just managing complaints—they're mastering them. The smartest brands are turning their angriest customers into their most loyal ad...
On Tuesday, June 11, 2024, BrandLove's executive team attended the BPFI National Banking Conference in Dublin, Ireland, where BrandLove is establishing our European headquarters. The conference was hosted in association with EY at the Round Room, Mansion House. The theme—Future Focused Retail Bankin...
 Angry customers can be excellent for your brand if you listen to them and apply their anger to improve your customer journey.
“When I get angry, I usually don’t like the person I become.”Â
“I am often told NOT to make a scene in a shop, and therefore, I mostly complain to my friends and family, ...
We recently held a webinar to get under the skin of what truly makes people want to work for a company. What is it about a company’s culture that affects someone’s decision to stay - or leave? How has the pandemic changed - and shaped - people's expectations of the workplace? And how should we build...
If you are financially inclined and possibly emotionally uncomfortable and cynical, improve your culture because I believe the economic benefits are enormous.
If you are emotional, naive and believe in unicorns and magical goodness in this world, upgrade your culture because it will make people hap...
