To have leaders who act with intention is essential for a healthy organization, whether that business is made up of one or thousands of people. How can you possibly serve the needs of your employees or customers if you don’t do it with purpose and with an understanding of what’s truly important? You can’t if …
Millennials aren’t your enemy. I was at a conference not too long ago, where they had made some whimsical posters, highlighting possible frustrations of their business-focused audience. Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at …
3 Reasons to Take Millennials Customer Care Seriously Read More »
Are you clear with how you’ll improve your organization next year? The year is 2020, and so should be your vision. It’s the end of the year and the start of a new decade, a great time to make some bigger resolutions than normal. I’d even argue to not call them resolutions, because we all …
2020 Vision – Ways to Connect L.E.S. in your New Year Read More »
STRATEGY (strat·e·gy) /ˈstradəjē/ noun “a plan of action or policy designed to achieve a major or overall aim.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. It’s been very much about “getting out there” rather than dedicating the …
Start Your Social Media Customer Service Strategy Here Read More »
Leadership begins once you intentionally focus on building relationships. Because, great leadership is about strong relationships, especially those you have with those you are assigned to lead. We’ve all had varying degrees of connection with those that direct our work or shepherd the organization. I’ve been exposed to bad examples that would yell from within …
Where Leadership Begins: Gaining Your Team’s Respect Read More »
74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization. Building …
5 Reasons You Need to Take Long-Term Social Customer Care Seriously Read More »
Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put …
Managing a B2C Breakup and 3 Ways to Win Them Back Read More »
Words matter. And you have to understand their impact to understand how you are engaging (or not engaging) with your colleagues. Are the words you use to inspire new ideas or to brand new programs, really having the affect you think? The “revenge effect” or “revenge technology” is when a piece of technology performs the …
Your Words Have Lost Their Meaning to Your Employees Read More »
Our own experiences, successes and failures, are necessary for our learning in how to be better leaders. But it’s also pretty important to look at other people’s big wins and crashing burns. Though their experiences might not be an exact fit for you and your organization, there are certainly opportunities to take a note, shift …
11 Important Leadership Lessons from a PIXAR Founder Read More »
