When I first received Karen Martin’s book, Clarity First, I thumbed through it and thought it was going to be a chore to get through. My cursory thumbing only seemed to reveal what, on first appearances, looked like a very technical, overly business-y tome. Boy was I wrong. This book proved to be one of … Continue reading Karen Martin’s Clarity First: a book review
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Ten ways to create a more civil workplace.
According to Christine Porath in a Georgetown University study, in 2016, 62% of employees were treated rudely at work at least once a month, a tendency that has grown steadily since the study began in 1998 when the number was 49%. What this means to business is this – if the trend continues unabated, every … Continue reading Ten ways to create a more civil workplace.
Are You Fast Or Half-Assed? Why You Need to Know.
Fast is better than half-assed. I am such a geek, I always laugh at that phrase. And while it is a funny play on words, it has relevance for us. In one way of thinking, it speaks to integrity and doing more than what’s required versus doing the minimum and only what’s absolutely necessary. And … Continue reading Are You Fast Or Half-Assed? Why You Need to Know.
There’s power in purpose. Here’s how you can use it.
There’s a lot of talk about purpose these days and for good reason. For too long people have worked for companies whose purpose was either not clear or a facade. And by facade I mean they had a grand mission in words but everyone knew by their actions that all they really wanted was to … Continue reading There’s power in purpose. Here’s how you can use it.
Are you upping your customer experience game for you or for customers? The difference matters.
So many businesses have jumped on the bandwagon to improve their customers’ experience. While I applaud it and truly believe that it’s about time, there is one concerning question, are they doing it to truly serve customers or in hopes of potential gain? What I mean is are these companies only using what I call … Continue reading Are you upping your customer experience game for you or for customers? The difference matters.
Don’t fall for shiny and new, get the basics right. Here’s where to start.
I saw this quote in a post on Adrian Swinscoe’s website, “Try not to fall into the trap of the shiny and pretty and make sure you get the basics right.” I couldn’t agree more. So many customer experience professionals are out there on a trek to find the holy grail of CX and it … Continue reading Don’t fall for shiny and new, get the basics right. Here’s where to start.
Ten Questions for Removing Complexity at Work
Have you ever had times when you went into a store to return something and the clerk helping you made it difficult? I’ve often wondered why something so simple could be made so problematic. I often think that one major possibility is that the process the clerk has to go through is so challenging that … Continue reading Ten Questions for Removing Complexity at Work
Three ways to see people differently and be a better leader.
As a leader, in each and every interaction with our team members, we all have opportunities to see them in one of two ways, as people who have value or as things to try and control or dismiss. This distinction and the choice you make in how to see them has immense implications for the … Continue reading Three ways to see people differently and be a better leader.
Book Review: Transform Your Company by Alex Vorobieff
I just read Alex Vorobieff’s new book, Transform Your Company, and it was definitely time well spent. I think every business leader would agree that if you want your business to succeed, everyone in it needs to be rowing together on the same mission, and until that happens, frustration will be an ever-present partner. In … Continue reading Book Review: Transform Your Company by Alex Vorobieff
One thing every service provider should do to improve their customer service.
In a recent conversation, I was asked for something that anyone can do to improve their customer service. I think I was being challenged to come up with a magic bullet. Well, this isn’t a magic bullet to solve all customer service problems, but it is simple and can improve things immensely. This simple action … Continue reading One thing every service provider should do to improve their customer service.
Neal Woodson 