It is my opinion that delivering consistently superior customer service is one of the ONLY competitive differentiators left for most businesses and should be a key area of strategic focus by the leader. In this video I will share with you several important ideas around how to build a culture of delivering great customer service to drive higher levels of success in your business.Read More
Professor and author Zeynep Ton (coolest name ever!) is passionate about helping businesses understand how to create a good job strategy. These are jobs that help the business grow through investing in employees. It’s a people first approach.Read More
Do you want to know how to identify a truly successful person? It isn’t the car they drive, the title on their business cards, or the heft of their wallet. All of that stuff is fleeting, and all of that stuff is about them. It’s ego food.
No, the way a wise person measures her own success is more like this…Read More
Do you know a single company that would dare pretend not to be customer-centric? By closely listening to customers, carefully studying market trends and taking their customer service at heart, companies get out of their way to exceed customer expectations, drive repeat business and boost brand recommendations. However, the effects of being customer-centric typically don’t endure, leading only to merely temporary improvements in their performances.Read More
According to a 2013 Strategy&/Katzenbach Center survey of global senior executives on culture and change management, the success rate of major change initiatives is only 54 percent. This is far too low. The costs are high when change efforts go wrong—not only financially but in confusion, lost opportunity, wasted resources, and diminished morale. The following list of 10 guiding principles for change can help you navigate the treacherous shoals of transformation in a systematic way.Read More
Mary Barra was called before House and Senate Subcommittees two months ago to explain the GM ignition switch recall crisis. I wrote a post for Switch & Shift and predicted Mary Barra would lead the greatest culture transformation of all time. There were many signs that seemed to indicate she understood the scope of the culture challenge ahead of her and some of her initial steps were in the right direction. That predication isn’t looking good after release of the Volukas Report and Mary Barra’s initial response in a Town Hall meeting with employees.Read More
With all the customer communication channels available, how can a business decide the best way to deal with customer inquiries and requests? When it comes to customer service, studies show that people prefer to have a real conversation, with a real person, in real time. A recent infographic by GetVoIP, shows how 90% of customers prefer to just pick up the phone when it comes to dealing with customer service issues.Read More
The words that we use matter. They shape our attitudes, shape our behavior, shape the very way that we think about the world. Words can inform, empower and inspire.
But in an age of commerce, where the language of finance and resources seeps in to the way that we manage people, have the words led us to lose sight of our common humanity?Read More
My colleague, Eric Marterella, who is as passionate a fan of the Marriott brand as you will find anywhere, gave it to me and even got it signed. The book is great, in the sense that it is both simple and profound and from a man who built a global hotel empire that is, by virtue of its corporate-wide “spirit to serve,” truly social, at scale. As Bill writes, “My dad, J. Willard Marriott, deserves a lot of the credit for creating a culture that empowers our associates to gives 100 percent day in, day out, year in, year out.”
And that culture is still thriving.Read More
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...Read More