Senior Managers

Senior Manager’s User Group (we’re SMUG!) – 3rd Party Review Sites Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them your control over them is very limited, but its risky to leave them fester without your engagement. As my Mother used to say, “if you’re going to show your knickers, make sure you know what they look like” This session will uncover the secrets behind the algorithms, particularly around Trustpilot as its one of the dominant platforms but the insights are equally relevant to Google, Reevoo, Feefo, Facebook reviews, Yelp, Amazon, Tripadvisor (travel, tourism, entertainment), The Review Place (new homes) etc etc etc. You could even ... Read More

Senior Manager’s User Group (we’re SMUG!) – 3rd Party Review Sites   Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them your control over them is very limited, but its risky to leave them fester without your engagement. As my Mother used to say, “if you’re going to show your knickers, make sure you know what they look like” This session will uncover the secrets behind the algorithms, particularly around Trustpilot as its one of the dominant platforms but the insights are equally relevant to Google, Reevoo, Feefo, Facebook reviews, Yelp, Amazon, Tripadvisor (travel, tourism, entertainment), The Review Place (new homes) etc etc etc. You could ... Read More

Feb 2023: Metrics that Matter and Motivate  In a world where so much is measurable, which KPIs are useful in maintaining the focus on Customer Experience (and which are not)? In this session we will explore with the group the different metrics used by different organisations, how well they work and how they are evolving. We’ll add in a healthy dose of accepted great/innovative/emerging metrics from other organisations and sectors to stimulate your thinking. We’ll also take a look at some of the insights from UKCSI and explore what that means for us all. Join Nicola Eaton Sawford and our like-minded community of Senior Leaders from across sectors for another stimulating brain workout! Join Group Chair Nicola Sawford Direct Meeting ... Read More