The Right People in the Right Jobs and the Right Jobs for the Organization
Is your business more task-based or more vision-based in its organizational approach, particularly when it comes to job design?
This Is No Way to Run a Business. On So Many Levels.
Here’s a true story about a business that forgot why they were in business.
Which Came First? The Process or the People?
Neither process nor people happen individually, but they also don’t happen side by side. They are interconnected.
Layoffs, Restructuring, oh my!
The best hire your organization will ever make is hiring someone who can see the entire organization at one time, each of the wheels turning individually as well as together.
Are You Helping Or Hurting Your Business?
Are you helping or hurting your business? Not many business owners want to intentionally hurt their businesses, but many do through their words and their actions.
We Request Your Feedback
Don’t think silence means you’re doing a good job.
How Can You Claim to Have Interpersonal Skills When You Don’t Have Accountability?
This isn’t old school “plays well with others,” this is – find success by “relating well to others.”
Your Organization Needs A Chief Complainer
“Proactive” is not rushing to solve a problem, it’s avoiding the problem in the first place. But you can only avoid things if you know that they exist.
The Internal Affects the External (and other obvious facts)
Decide what is the cost of doing business and what is costing you business.
First Impressions
Impressions matter. Especially the early ones.
The Holiday Season
Make this a season of giving, but giving wisely and effectively.
Customer Experience = Operations Plus Human Relationships
People and process. Fix your processes, so that you can pay more attention to the people.
Why Am I Not Special Anymore? – Losing the Customer Service Edge
Prices and experiences must match.
Unconvincing the Convinced
With employees, how do you keep them on the bus? You’re not creating products for them, so they only have their experience with you.
Having More Customers Is Not Going to Automatically Save Your Business
Thinking about it in such a way is a recipe for disaster. If you focus too much on “having more customers,” then it will distract you from the things you really need to be concentrating on.
Going Back to the Office – This isn’t “normal”
In September of 2001, I worked in the 4th tallest building in lower Manhattan (Chase Manhattan Plaza) on the 59th of 60 floors, just three short blocks from the World Trade Center.
Customer Service is More Than Resolving Tickets
Customer Service is, of course, predominantly concerned with solving customer issues in a timely fashion, but an organization should also take a look at why customers are having problems in the first place.
A Customer’s Perception is Everything
It isn’t about what you give out, it’s about what the customer thinks they are getting.
How to deal with “problem customers”
We’ve all been there. We’ve all had to deal with “problem customers.” You know the ones – the customers who make unreasonable demands, the ones who are rude to your employees, the ones who write negative reviews online.
A Year of CX in the time of Covid
Covid didn’t change everything. Not really. It just made everything more obvious.