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 staring at […]
What are you doing right now? Regardless how busy you are, it’s always a great time to improve your organization – its culture, its people and its customers. Organizations and individuals start their year at different times, usually attached to a fiscal calendar or the beginning of January. A great opportunity to start fresh, evaluate […]
Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, airline impacts and new opportunities. This is the Customer Experience Storytime […]
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 […]
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 […]
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 […]
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 […]
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 […]
OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. (now Relationships at Work) “No, it’s not about sales. It’s about adding humanity to your organization.” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. It’s about building […]
