Sometimes I wonder if the question of customer loyalty really is simpler than we realize. Perhaps we just need to rekindle the passion…… Read More»
Despite its early success, Sears began to have trouble when it starting diverting its attention from its retail roots. Starting in 1993, Arthur Martinez proposed a change in Sears’ culture that would focus on the level of employee satisfaction and how it impacts profits…. Read More»
There is an old management adage that comes up from time to time. And when it does, it is stated with nods, winks, and knowingness. It goes something like this, “Don’t come to me with your complaints. If you are going to complain, bring the solution —then I will pay attention.”
For the record, each time I hear ANY variation of this, I want to throw up…. Read More»
The modern workplace is a collection of new technologies, new business strategies, and new leadership methodologies… and the same staggering number of disengaged employees.
What was once an emerging trend is now a full-blown problem that costs US businesses an estimated $450 to $550 billion each year. However, the cost of poor employee engagement is hardly confined to a monetary figure…. Read More»
Times have changed. We are quick to explain the change by putting it down to the way our needs have altered over the years and how technology is constantly adapting to meet them. However, when it comes to what an employer expects from their employees, are things really that different?
I often think they shouldn’t be. When you strip away all the new technologies, modern processes and latest innovations much of what makes good management is still the same as what it was 100 years ago.
Here are some timeless skills and qualities we should always be thinking about when we hire, train and manage employees.
… Read More»
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»