So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more…
Common Knowledge is Not So Common
I’d just crossed through a sentence I’d written in a training series for the retail team at Godiva. To me, the sentence stated the obvious when it came to the importance of “product knowledge.” My internal dialogue went something like, “Who doesn’t know that, Joseph? It’s time to take a break and come back at…
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…
The Cost of Serving Well
It was such a thought-provoking question. In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?” Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store. After…
“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.”…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
