Competition. It would seem we humans are naturals at it. In today’s fast-paced world, it would seem to be a central element of human nature. However, it is not as much how we humans are wired as those who are so devoted to rugged individualism might like to think. Humans are not the biggest, fastest, … Continue reading Competition or collaboration. Which do you choose?

WARNING: Rant alert. Sometimes you just have to let it out. “When did you start doing customer experience?” One of the dumbest questions ever. This is like asking, “so, when did you start breathing?” Dumb, right? But what’s the connection? From the minute you start a business, you are “doing” customer experience. In fact, you … Continue reading Why “Are you ‘doing’ experience?” is the dumbest question ever.

Fun at work is necessary if you want to increase employee happiness. But why? Why should you want people to have fun? It’s business and business is about results and getting jobs done. Well, you can get jobs done and see results while having fun …and… having fun has some major benefits. Happy people tend … Continue reading Fun. Why work should have more and how you can do it?

Dear Business, What is your intent? What is it you really want to accomplish? So many of you say you want to serve customers. You say you provide the best service or exceed expectations. But there’s a problem. The talk is big, but the walk is small. Stephen Covey said, “We judge ourselves by our … Continue reading A letter to Business from Customers. What’s your intent?

One of the problems people have with service has nothing to do with what they receive, rather it has to do with language. I have written many times about the fact that we all serve, and some people get in a huff about that. They simply hate the idea that they serve. Even when I … Continue reading Why we hate “service” and one thing we can do to change that.

Believe it or not, I have had managers ask me, “Why should we build a service culture? How will my organization benefit?” While we could make a lengthier list, here are five key benefits. Happier Team Human biology is geared chemically to grow helpfulness. Humans are not the biggest, strongest, or fastest beasts in the … Continue reading A service culture. Is it worth the effort?

I heard this the other day: “Business is war!” Why? Why do some people think of it as war? Is it a preoccupation with competition? What exactly is there to be won? How do you measure the winner? Is it when your company is the last one standing? Is it when you make one more … Continue reading Forget “winning” the business war, just get to work on getting better.

Empathy is officially defined as the ability to recognize, understand, and share the thoughts and feelings of others. However, the best definition I have ever heard comes from Gwen Yi Wong at Tribeless.com who says, “Empathy is the capacity to see parts of yourself in others.” We all use and experience empathy in different measures. … Continue reading You can change the world and it begins with ABC.

How many times have you been a customer of your business? That might sound weird but so many business leaders and their employees have never actually been customers of their own company. Why do I ask? Well, if you never do it yourself, how will you ever know what your customers must live with? And … Continue reading How many times have you been your own customer?

In Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, two doctors, Stephen Trzeciak and Anthony Mazzarelli, set out to prove that compassion is critical to healing. Seems like common sense. Of course compassion matters, but does it really? Is there measurable evidence to prove it? This is what the authors wanted to clarify. … Continue reading Book Review: Compassionomics by Stephen Trzeciak and Anthony Mazzarelli