Month: December 2013

How to Speed-Train Seasonal Employees

Tis the season for…seasonal employees.  This time of year temporary employees swell payroll rosters, even if only for a matter of weeks.  When time is of the essence (or is nonexistent), how does your business train these new recruits to be an effective extension of your brand during the boom of commerce that engulfs November…

They Want to Talk – Do You Want to Listen? How to Learn from Customers

Does your business have a mechanism for collecting and considering customers’ insights? A good, old fashioned suggestion box or perhaps something more sophisticated? What do you do with customer input that comes your way? Principle 5 in my latest book, Leading the Starbucks Way, challenges businesses to both cherish and challenge their legacy. Honoring the…

Customer Experience Musts – Telling us what they want

Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer.  Hold on now, am I saying that customers actually know what they want and are willing to tell us? MIT…

Five Points for Perfecting Customer Interactions

Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services. Both responded to my emails in a timely manner. The message from one organization was personal, robust with information, and warm. It was written by a specific individual, or perhaps generated to look like…

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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article