Uncategorized

The best metrics for getting started with employee engagement {Guest Post}

During the last decade or so, human resource management has been essentially flipped on its head. What was once a decidedly employer-centered market has become one driven by the needs and concerns of the employee. Despite still relatively high competition for jobs in a recovering global economy, more and more companies that require a skilled…

View Post about The best metrics for getting started with employee engagement {Guest Post}

“It’s not what you know but…”

According to the old adage that sentence stem ends with “who you know.” On stage and in writing lately I have concluded that the old adage doesn’t tell the whole story.  As such I have modified it to say: “It’s not what you know OR who you know.  It’s what you know ABOUT who you know.”…

View Post about “It’s not what you know but…”

Leader of your own Career {Guest Post by Amy Klimek}

The average person will spend over 99,000 hours at work in the course of their lifetime. Knowing that a sizeable portion of your waking life will be spent on the job, it’s important to find something that you enjoy. It’s time to take control of your job and get the results that you want to…

View Post about Leader of your own Career {Guest Post by Amy Klimek}

Don’t Cry Over Spilled Coffee – Sue!

Nothing is stranger than the truth!  In case you missed it, a police officer in North Carolina is suing Starbucks for a spilled cup of FREE coffee. Let me not make light of the fact that the officer purportedly burned himself when the lid popped off his free cup of Starbucks.  The officer claims that…

View Post about Don’t Cry Over Spilled Coffee – Sue!

BE PERFECT or BE EXCELLENT: The Art of Getting Real

Sometimes we teach because we have something to share and other times we teach because we have something to learn.  This is one of those cases where I am exploring an issue for myself as much as I am addressing it for you. How do we balance all the demands necessary to serve the needs…

View Post about BE PERFECT or BE EXCELLENT: The Art of Getting Real

Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing

As a person, who lost his wife to a six-year battle with breast cancer the month of October is bitter sweet. I am heartened by so many organizations championing the cause of breast cancer awareness, research, and treatment – the month is awash with television ads, corporate buildings bedecked with large pink ribbons, and businesses…

View Post about Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing

To Tattoo or Not to Tattoo? – Starbucks, Ink, & Customer Experience

“Cover your tattoos!” That’s the current policy at Starbucks (and for that matter many other businesses). Partners (the Starbucks term for employees – more on that in my recent book Leading the Starbucks Way) are hired without prejudice for tattoos; they just can’t be visible to customers. Now the company is reconsidering its policy and…

View Post about To Tattoo or Not to Tattoo? – Starbucks, Ink, & Customer Experience

A Lesson Your Business Could Learn from the Ray Rice Video

I will leave it for others to opine about Ray Rice, his wife, and the NFL. But as a customer experience consultant there are two important business lessons to take from this horrific situation. Assume every customer interaction is being videotaped and appreciate the power of viral video. When I was a kid my dad…

View Post about A Lesson Your Business Could Learn from the Ray Rice Video

Pregnancy to Birth in 6 seconds – Customer Experience and the Short Attention Span

Ian Padgham one of the creative geniuses at Origiful may be the only person who has shrunk an entire pregnancy and delivery to 6 seconds.  If you haven’t seen it already, check it out Ok so his wife, Claire, actually went through a normal birth and delivery but the rest of us (and literally that…

View Post about Pregnancy to Birth in 6 seconds – Customer Experience and the Short Attention Span

How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues

In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information.  Unlike others who report customer experience results, Zendesk’s data is not the byproduct of surveys but instead emerges from customer interactions with over 25,000 businesses in 140 countries.  Here are some high level findings…

View Post about How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues

FREE RESOURCES

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