Business Connections Live - The UK's Leading Online Business TV Channel

Is Customer Experience Drowning In A Sea Of Indifference?

On this edition of Business Connections Live Steve Hyland asks Gerry Brown, The Customer Lifeguard – Is Customer Experience Drowning In A Sea Of Indifference? – Keeping it Afloat in an Ocean of Lip Service.

Head-line grabbing, customer service nightmares, featuring the likes of BA, United Airlines, Southern Rail, various banks and utility companies continue unabated. These stories often come complete with lame, poorly timed, insincere executive statements and hard to believe PR excuses. This suggests that, at best, many companies are indifferent to, or at worst, simply don't care about, their customers.

Getting customer experience right and keeping customers happy, is not that easy, but neither is it a task of Herculean proportions, when done intelligently, authentically and inclusively. To successfully engage employees, provide customers with an outstanding experience and create a high performance culture, businesses need to be fully aligned, with strong internal & external communication to be able to overcome the challenges that come with daily business life.

These are key elements in developing Organizational Engagement that is more than just lip service or a hastily contrived tactical shotgun marriage between departments. Companies that fail to do this typically have negative customer outcomes, increased attrition, endless internal finger pointing, severe reputational damage and disappointing financial results.

Gerry Brown introduced us to the Four Principles of Customer Experience earlier this year. He will dig deeper into these principles to address the major shortcomings that have led to many of these customer incidents landing, expanding and compounding already bad customer experiences. Gerry Brown aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses who are leaking revenue to save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy.

On this edition of Business Connections Live, Gerry will explain:

• What customers want more than anything else when things go wrong
• Why the biggest challenge to effective communication is the fear of litigation
• What senior level commitment really means to customer experience success
• The value of empowering employees to make it personal and let them be themselves
• How strong Organizational Engagement is more than the sum of the parts
• Why a close knit corporate community operating with agility, flexibility & adaptability can trump dumb rules and arcane policies

Learn the business fundamentals on how your business can achieve:

• Establishing an open and inclusive communications network to provide real time updates on any and all issues affecting customers and colleagues
• The creation of a corporate culture that pays more than lip service to customer centricity and builds long term, profitable customer relationships and strong employee performance
• How to ditch the scripts, act naturally and put the responsibility for great customer experience back in the hands of your best people
• An environment where employees are continuously provided the right information at the right time and the encouragement to take affirmative action and not be constricted by policies and procedures
• How a top down – bottom up customer experience philosophy can gain acceptance, enhance commitment, and increase the contribution, of all employees

For more great information visit our Guests website or follow them on Social Media Website:www.customerlifeguard.com Twitter: @savingcustomers @gerrybuk LinkedIn: Gerry Brown

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You can email the studio here [email protected] We are always looking for Industry experts…

Is Your Social Media Policy Too Harsh

Is Your Social Media Policy Too Harsh On this edition of Business Connections Live Steve Hyland asks Nicky Kriel, Social Media speaker, trainer and consultant, if Social Media Policies are too harsh. When is a private post published by an employee considered to be a public post by the employer?

The relationship between employer, employees and social media has been making headlines. Employees are losing their jobs over their Tweets and Facebook posts. Some employers are demanding employees give them their social media passwords to access their private posts.

Should you be monitoring what your employees are saying about you?

How do you protect yourself from things that may go wrong?

What do you do if your employees are on social media all day?

Should you be preventing or encouraging employees to use social media?

Nicky Kriel will be helping you to understand why you need written social media guidelines and how to write a social media policy that employees understand.

Nicky Kriel is an international recognised Social Media Speaker, Trainer and Consultant. She has written two books on Social Media so far…

On this edition of Business Connections Live, Nicky will explain:

• Why all companies with employees need to have written social media guidelines
• Recent cases that have made the news…
• How to write a social media policy

Learn the business fundamentals on how your business can achieve:

• The elements essential to a social media policy- Who can speak for the company- Protecting company secrets- Make it clear what is acceptable and not acceptable- Encouraging social media advocacy

  – Know who owns/controls your social media assets

  – Importance of training

For more great information visit our Guests website or follow them on Social Media.Website: www.nickykriel.com Twitter: @nickykriel Facebook: Nicky Kriel Blog: Nicky Kriel Blog LinkedIn: Nicky Kriel

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You can email the studio here [email protected] We are always looking for Industry experts…

You can email the studio here [email protected] We are always looking for Industry experts…

Cyber Security And The Impact Of GDPR

On this edition of Business Connections Live Steve Hyland asks Mike Osborne, Executive Chairman of Databarracks and Linda Bazant, GDPR Specialist of LRB Consult Ltd about Cyber Security And The Impact Of GDPR

This hot subject is on everybody's lips. But how will it effect the day to day running of businesses and what size business will be affected by GDPR.

How to protect your business and recovery from cyber threats – in simple, non technical language and your responsibilities to report a serious breach to the Information Commissioners Office (ICO) form May 2018.

• An introduction to cyber security – including what it is, types of how the threat landscape is changing and why crime is moving online.
• How to get started with the Cyber Essentials Scheme.
• What to do if you get hit – how can you limit the spread of the attack and minimise damage.
• Your regulatory obligations – in the event of a breach (including GDPR).
• How to recover infected systems using backup – to minimise downtime and reduce data loss.

On 25th May 2018 all organisations will have a duty to report certain types of data breach to the relevant supervisory authority and, in some cases to the individual affected by the breach in compliance with the General Data Protection Regulation also known as GDPR.

A notifiable breach has to be reported to the relevant supervisory authority within 72 hours of the organisation becoming aware of it. In the light of the tight timescales for reporting a breach – it is important to have robust breach detection, investigation and internal reporting procedures in place. Failing to notify a breach when required to do so can result in a significant fine up to 10 million Euros or 2 per cent of your global turnover.

Mike Osborne has a 30 year career in IT & Risk most recently as the Executive Chairman of UK specialist service provider Databarracks. During this time Mike was responsible for growing a fledgling Disaster Recovery company into one of the UK's leading providers with revenues exceeding £50million pa and advising over 2,000 clients from SME's to Global brands. A well known and respected industry figure and commentator, Mike is recipient of industry Lifetime Achievement & Personality of the Year Awards and is a Regional Finalist in the IOD Director Awards.

Linda Bazant is a lawyer, GDPR Consultant/Trainer and Event Speaker and owner of LRB Consult Ltd who advises companies on the possible impact of the upcoming General Data Protection Regulation on their organisations. She is also the co-founder of the corporate television company, Business Connections Live TV.

On this edition of Business Connections Live, Mike will explain:

• What DDoS, ransonmare, phishing, whaling and social engineering are
• How to spot the signs of the more common attacks
• What to do in the event of an attack (response)
• What you legally have to do if you have had a breach (reporting)
• How to improve staff awareness
• The three pillars of protection – Technology prevention, staff awareness/prevention and backup

Linda will explain:

• What constitutes a Personal Data Breach
• What breaches you need to notify to the relevant supervisory authority
• When individuals have to be notified
• What information a breach notification must contain
• How to notify a breach
• How to prepare for breach reporting

Learn the business fundamentals on how your business can achieve:

• Improved understanding of the threat landscape
• Staff understanding of what constitutes a breach
• Understanding how to act in the event of a breach
• Knowing who to call in the event of a breach
• Make sure you follow the regulation
• Robust breach detection
• Ensuring your business can Survive

For more great information visit our Guests website or follow them on Social Media.

Mike Osborne – Databarracks

Website: www.databarracks.com Twitter: @databarracks Podcast: thebcpcast LinkedIn: Databarracks

Linda Bazant – LRB Consult

Website: Lindabazant.com Twitter: @lindabazant Blog: Conquering GDPR LinkedIn: Linda Bazant

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You can email the studio here [email protected] We are always looking for Industry experts…

You can email the studio here [email protected] We are always looking for Industry experts…

What are you talking about? BCL194

On this edition of Business Connections Live TV, we look at public speaking. We talk to Jeremy Nicholas speaker coach, MC & compere, after dinner speaker and radio and TV personality. Find out how to add humour to a presentation, do a great sales pitch, deliver presentations that get your point across perfectly and a lot more.

It's a fact most people would rather die than speak in public, however, if you are in business it's now an important skill. On the show, we will talk about some of the techniques that you can use to improve your presentation techniques.

Public Speaking

Jeremy Nicholas is an after dinner speaker. who talks about his experiences as a TV and radio broadcaster. hosts conferences for companies and associations all over the world and teaches speakers how to be more entertaining and engaging.

Regardless of your skill level, this will be a fascinating insight into how you can improve your communications and public speaking skills.

On this edition of Business Connections Live, Jeremy will explain

• How to make an impact with your communication
• Why do business presentations have to be so boring?
• How to be entertaining and engaging
• Give them something to look forward to and think about
• Why PowerPoint is your friend
• Why you should always agree to speak at events
• How to cope with nerves

Learn the business fundamentals on how your business can:

• Do a great sales pitch
• Get reaction from your audience
• Engage your audience throughout
• Deliver presentations that get your point across perfectly
• Be confident

For more great information visit our Guests website or follow them on Social Media.Website: http://www.JeremyNicholas.co.uk Twitter: @Jeremy_nicholas Facebook:https://www.facebook.com/jeremy.nicholas.16 LinkedIn: https://www.linkedin.com/in/jeremynicholas/

Download: Jeremy Nicholas – Biography – June 2017 Download: 17 Unusual things about Jeremy Nicholas

*******You Can Contact Business Connections Live****** The UK's Leading Online Business Channel:

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You can email the studio here [email protected] We are always looking for Industry experts…

Slow Down To Gain More In Business

On this edition of Business Connections Live Steve Hyland asks Jackie Jarvis, Business Coach on how to Slow Down To Gain More In Business and about her experience walking the Camino Routes and how the powerful messages she heard from what she calls the Voice of Slow are important for all those 'running too fast' and 'pushing too hard' in their busy lives.

After many years of running fast and pushing hard for results in her business life, (as a business owner and coach) Jackie Jarvis, decided to take time out to do something completely different. She walked 1,200 miles along three different Camino routes to Santiago, the very routes that have been walked by pilgrims and saints over 100's of years. It was whilst walking these spiritual routes and clearing her mind she made some powerful connections with the power of SLOW.

On returning she felt compelled to share these insights and their application to both business and life.

On this edition of Business Connections Live, Jackie will explain:

• Let go of what is weighing you down
• Give yourself permission to slow down
• Listen to your voice of slow (ignore your ego!)
• Be present (not distracted)
• Trust in the journey

Learn the business fundamentals on how your business can achieve:

• Less anxiety and stress
• Increased energy
• More happiness and enjoyment of business and life
• Accomplishment of what really matters…
• Peace of mind and clarity

For more great information visit our Guests website or follow them on Social Media.Website: https://inpursuitofslow.com/ Twitter: @jackiejarvis1 Facebook:https://www.facebook.com/InPursuitOfSlow/ Amazon: http://www.iandickson.co.uk/my-blog

Liked it? Take a second to support BCLtv on Patreon!

Leadership Lessons For Blue Collar Workers

On this edition of Business Connections Live Steve Hyland asks Hugo Heij, International Business Coach, Leadership Speaker, and Workshop Facilitator about Leadership Lessons For Blue Collar Workers and his impressive strategies and techniques that will transform any business. Especially his experience with dockers and blue-collar workers have taught him priceless lessons about Leadership and Staff Motivation.

Hugo has extensive experience in leading and developing teams on an international scale and has continually achieved growth across the board in the different countries he worked in. His expertise in Ports, Shipping and Logistics has given him global insights that enable him to provide his clients with impressive strategies and techniques that will transform any business. Especially his experience with dockers and blue-collar workers have taught him priceless lessons about Leadership and Staff Motivation.

On this edition of Business Connections Live, Hugo will explain:

• – That leadership is not about you- What the difference is between Management and Leadership- How to motivate Blue Collar workers- Leadership and 'The mirror and the window'- Leadership in uncertain times

  – What the commercial reality is of Staff Engagement

Learn the business fundamentals on how your business can achieve:

• Increased profits
• Improved staff engagement
• Increased productivity
• Reduced absenteeism
• Reduced staff turnover
• Lower recruitment costs

For more great information visit our Guests website or follow them on Social Media.Website: www.hugoheij.com Twitter: @hugoheij Facebook: https://www.facebook.com/hugoheij/ LinkedIn: https://www.linkedin.com/in/hugoheij/ Liked it? Take a second to support BCLtv on Patreon!

Cracking The Code Of High Performance Teamwork

On this edition of Business Connections Live Steve Hyland asks Nick Fewings is CEO of a learning and development company Ngagementworks about Cracking The Code Of High performance Teamwork and why effective teamwork is vital to the success of every organisation and even more so in times of political and economic instability.

Few organisations actually quantify what it is, how to measure it and how to achieve high-performance in teamwork. Understanding why one team performs better than another is hard to crack. Google has spent millions on Project Aristotle with inconclusive results. However, Nick believes he has cracked it with a combination of behavioural profiling and the Team DyNAmics© Model he created.

Formerly a Change Director with Barclays, Nick is accredited in project and change management and a business behavioural psychologist. When not working with teams, he speaks at conferences throughout the world about leadership, effective teamwork and the importance of building collaborative relationships. To date, he has spoken at over 400 conferences, most recently in Beijing, where he shared his knowledge and expertise on leading and developing high-performance teams.

He also publishes articles, hints and tips about personal, leadership and team development on his blog site, Yours Behaviourally, where he has recently successfully launched a Pay It Forward initiative, where guest experts are featured and share a tip on teamwork to help others.

On this edition of Business Connections Live, Nick will explain:

• The importance of not only understanding WHO is in your team but also HOW effectively they work together
• The impact of behaviours on teamwork
• Getting the balance right between Task and Relationships
• The most important element of high-performance that the team must all know
• What the big data reveals about where teams are struggling

Learn the business fundamentals on how your business can achieve:

• An appreciation of the importance of understanding not only technical skills of team members but their behavioural preferences
• Why it is important to regularly measure and review how your team is working together
• A Balance to their team meetings by focussing not only what needs to be achieved but also how it is achieved
• What areas to focus on when building high-performance
• Hints on pitfalls and how to avoid them

For more great information visit our Guests website or follow them on Social Media.Website: : http://www.ngagementworks.com/ Twitter: @nickfewings Facebook: https://www.facebook.com/Ngagementworks/ Articles: https://yoursbehaviourally.com/ LinkedIn: Nick Fewings Liked it? Take a second to support BCLtv on Patreon!

Catching People Doing Things Right

On this edition of Business Connections Live Steve Hyland asks Derek Williams, leading authority on employee engagement and customer service about Catching People Doing Things Right!

Lack of employee engagement is costing the UK an estimated £340billion every year. That's roughly £14,000 per working person in sickness, attrition, lost productivity, accidents in the workplace and poor customer service. Many managers try to overcome this situation with financial incentives but completely kill trust and goodwill in the process; we seem to have lost sight of the power of employee recognition. The best way to grow our economy, become a centre of service excellence and improve standards of living is to engage our employees better. and our customers are in a great position to help make that happen.

Derek has won five national awards for customer service in his own business he then founded The WOW! Awards – it's all about catching people doing things right. He works with organisations around the world helping to create great places to work, great places to be a customer and great results!

On this edition of Business Connections Live, Derek will explain:

Most of what we do is driven more by our fears than by our aspirations.

• Myth #1 Customers only ever want to complain

Myth #2 By managing the detail we will achieve a better outcome.

• Myth #3 People are motivated to perform better when we pay them more.
• Myth #4 Softness is weakness in management.

Sincere recognition is the most powerful driver of employee engagement; it's also the hardest to do well because it's not urgent enough.

Learn the business fundamentals on how your business can achieve:

• Keeping your your best employees.
• Reduced cost of absence and attrition.
• Improved creativity.
• Reduced accidents in the workplace.
• 62% of people would rather have a new boss than a pay rise.
• Improve customer service – reduced complaints, improved retention, improved spend, improved bottom line. Improved patient recovery rates in the healthcare sector.
• Improved brand – create a better place to work and people will be queuing up at your door

For more great information visit our Guests website or follow them on Social Media.Website: www.thewowawards.co.uk Twitter: @thewowawards Facebook: https://www.facebook.com/WOWAwards/LinkedIn: https://www.linkedin.com/in/derekmwilliams/ Liked it? Take a second to support BCLtv on Patreon!

How To Keep Your Remote Workers Engaged

On this edition of Business Connections Live Steve Hyland asks Iain Bell is Managing Director of Minted Box, How To Keep Your Remote Workers Engaged.

Where does the power lie in your business? You might suggest it's with the people at the top the visionaries or the strategists. Or perhaps with the financial gurus, or whoever writes your business plans. But in fact, the power in your business lies with your people. They are the ones putting the plans into place; taking the vision and making it work; the frontline between you and your customers.

So, engaging your people, especially your non desk teams, with your business could be the difference between success and failure. Or, if you already think you're successful, just how much better could it be if your workforce was really, truly engaged?

On this edition of Business Connections Live, Iain will explain how:

• • It improves productivity employees who understand what your business is trying to achieve and their role in your success work harder.
  • It improves retention Making your workplace somewhere special means less staff turnover and a much better working environment.
  • It improves sales customer-facing staff who are motivated and happy in their work are better to do business with
  • It improves recruitment good workplace ethics boost your reputational brand, making your business popular with applicants.

  It improves you if you're a business owner or a manager, you have probably already encountered employee complaints, poor working atmospheres and problems with teamwork. Employee engagement is a two-way thing; if you create a positive and happy workspace, you will benefit from it in terms of your enjoyment of your daily work, and the commercial benefits it brings

Learn the business fundamentals on how your business can achieve:

• • • Are you telling your staff enough about the business?
    • Poor communication is one of the things most often mentioned in staff surveys and personal feedback sessions.
    • If you think you could be doing more to engage your employees: Why not start by taking a look at how you communicate?
    • Are they able to communicate well with you?
  • • There are a lot of strategies and technology around that can help you to do things smarter, helping your business to benefit from highly engaged employees.

For more great information visit our Guests website or follow them on Social Media.Website: http://www.mintcentral.com Twitter: @mintedbox Facebook: Blog: LinkedIn: Liked it? Take a second to support BCLtv on Patreon!

Mindfulness And The Art Of Change

Mindfulness And The Art Of Change On this edition of Business Connections Live Steve Hyland asks Philip Cox-Hynd, seasoned business consultant, author and mindfulness expert how combining hard-nosed business thinking with key concepts in mindfulness can drive positive change in organisations.

In the fast paced 21st century marketplace, change is inevitable and must be managed strategically in order successfully grow business. In order to achieve this change must be planned, wholesale and chosen to avoid unproductive disruption and rejection from employees – an area that Philip specialises in. Philip's extensive experience gained within client companies enabled him to develop the Change by Choice methodology which encapsulates the definition, delivery, and hands-on implementation of strategy-led behavioural change. His expertise covers most aspects of how to accelerate growth in a company.

This is achieved via firstly improving leadership through the Radical Relatedness process to crystallise direction and role-model relationships that inspire. Secondly, growth acceleration is also achieved via the Unreasonable Buy-in process used to engage and galvanise the staff themselves to drive change from the bottom up. Engaging a critical mass of staff to the point where they want to drive change has become his speciality.

On this edition of Business Connections Live, Philip will explain:

• – Adapting to change in the rapidly changing business environment

  – Seeing change as a potential for growth

  – Engagement; how to engage staff to the level where by they would choose and even drive change

  – Creating sustainable change; change that is measurable and lasts

  – Becoming a successful change agent: how to navigate change leadership

  – Taking your people with you: navigating team change

  – Mindfulness in the workplace

Learn the business fundamentals on how your business can achieve:

• Mindful change
• Change that lasts
• Change by choice
• Leadership skills (driving change in others)
• How to adapt to change
• Creating growth through change

For more great information visit our Guests website or follow them on Social Media.Website: https://harley-young.co.uk Twitter: @philipcox-hynd Facebook: Blog: LinkedIn: https://www.linkedin.com/in/philip-cox-hynd-150b845/