In these uncertain and unprecedented times, organizations that are still able to operate are cutting both budgets and spending. Many organizational leaders I have spoken with are reporting that they are cutting all training resources for the remainder of 2020 in an effort to hang onto cash. At the same time, many organizations are deploying… Read Full Article
If you are one of those organizations or departments that have struggled with launching a huddle program (and I know there are several out there), now is the time!! The science In two recent articles, my colleague Jess Pischel (article here) as well as Verne Harnish (article here) pointed out very well that we need… Read Full Article
1. Feature Article Stepping Up as a Leader in a Crisis You set the tone for the entire organization How we lead right now says so much about us. In times of adversity and change, we really discover who we are and what we’re made of. One of my favorite quotes is “Tough times don’t… Read Full Article
1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage… Read Full Article
The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life By now we should all be well aware of what we need to do and avoid doing to stay healthy. However, constantly checking headline news and social media during times like this can become an unhealthy addiction. As well as making it the… Read Full Article
1. Customer Service Feature Story You Do Not Merely Want To Be Considered Just The Best Of The Best All my buddies growing up would play football in the fall, basketball in the winter, and baseball in the spring and summer. Not me. In the fall I would practice baseball; in the winter, I… Read Full Article
1. Customer Service Feature Story It Is Better to Be Their Favorite Than the Best We all have a company or two that we can’t live without. Think about the companies you frequent the most. They may be your favorite local restaurant, cafe, hair salon, or a dry cleaner. All these companies have competitors that… Read Full Article
1. Customer Service Feature Story We all have a Superpower to better Understand Others We spend much of our time trying to understand what our customers, employees, significant others, and children really mean by what they say or don’t say. Too often we try to analyze, decode, or judge without ever knowing what is going… Read Full Article
1. Customer Service Feature Story How To Make Employee Pay Irrelevant Today is a tough labor market—in 2019 employee turnover was at an all-time high as reported by the Bureau of Labor Statistics. There are more jobs available than people looking, which certainly makes it an “Employee Market.” However, great leaders and great companies do… Read Full Article
1. Customer Service Feature Story Do You Have Negative Cues That You Are Not Aware Of? By Jess Pischel There is always an opportunity for improvement. Identifying the negative cues in the office, store, or business location and correcting them to become more positive will enhance the environment that the employees and customers experience. A… Read Full Article
