Employee engagement problems? Deescalate them with ‘What’s working?’

  On a recent episode of Switch and Shift TV, Alan Kay and I discussed his method of improving employee morale by focusing on what works and (perhaps counter-intuitively) not even discussing what doesn’t work. As a guy who has been searching for and rooting out problems for years, this really caught me by surprise […] Read moreRead More»

Are You an Essential Leader?

This week I was a guest at UnleashWD, a conference founded by Dirk Beveridge to foster innovation in the wholesale distribution business. The industry, which creates about 5% of the private sector jobs in the U.S., faces the extraordinary pressures seen by most “middlemen” today, including new, innovative competitors.  Amazon launched its own supply business last […] Read moreRead More»

Grow by Fearlessly Listening to Customers – Case Study: CustomInk

In this era of social media, companies that embrace customer feedback and “believe” the words of their customers earn the right to growth. They realize customers turn to each other more than to advertising and campaigns. Here’s how one “beloved company,” CustomInk, fearlessly listens to customers and how this fuels their growth. Earn New Customers […] Read moreRead More»

Creating Personal Connection in an Electronically Connected World

In today’s technology-fueled world, where email, social media and other forms of electronic communication thrives, are we drawing nearer to each other, or further apart? That depends. There are many digital communication channels available, through which there are proven methods to ensure that your customer messaging creates connection and loyalty. First things first – Do […] Read moreRead More»

Customer Service Should be More Than a Luxury

Personalized service seems to have become rare in the marketplace. In the sea of automated recordings, form-letter emails and anonymous service representatives – true customer service is not only a luxury; it often shocks one’s system when encountered. Case and point. I recently stayed at the Intercontinental Hotel in Boston. I had a minor (and […] Read moreRead More»

Your Decisions Reveal Who You Are, and What You Value

When you make a decision, it results in an action. And the accumulation of those decisions and actions become how people describe you and think of you. This becomes your “story.” What story are the collective decisions of your organization telling your customers, employees, and the marketplace? What is important to you? Do your decisions […] Read moreRead More»

Customer Service Is Head & Shoulders Above When You’ve Got Their Back!

Thousands of company leaders around the world ask: Does customer service truly differentiate a company — head and shoulders — above the competition? Do customers return to companies because of customer service? These leaders raise the issue from a financial perspective. Well, there are many companies out there — from Ritz Carlton, Chick Fil-A, Zappos […] Read moreRead More»

Customer Service Starts by Being Naked in the Mirror

  Small businesses will save the economy and the American business model. Our economy has undergone several changes in recent years and the customer demographic has followed suit. One game-changer has emerged among all levels – service is the differentiator among successful businesses. Consumers even state that they are willing to pay up to 14% […] Read moreRead More»

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