I was recently asked what my personal, key tenants or beliefs are about providing a great customer experience. After pondering this for a few moments, I came up with 4 primary themes which evolved into this week’s blog post on 4 Key Tenants That Drive Positive Customer Experiences: 1) Employees first: We won’t make any progress if we focus on the customer experience without first ensuring that we have a team of satisfied and engaged employees with the right training, tools, leadership and information to succeed. Employees deliver the customer experience. Therefore, employees are the customer experience. 2) Communicate, communicate, communicate: Any customer facing situation, noRead More →

I believe that top notch communication skills are THE most important set of skills that any leader, at any level needs to possess and consistently hone. This includes verbal, written and virtual communication, across multiple mediums. I recently pulled together 10 of the better leadership communication articles from the first half of 2016. Please add any that I may have missed to the comments section. I hope that you find them helpful and thought provoking. Communication is the glue by Tim McMahon, A Lean Journey blog 5 tips for improving leadership communication by Brent Gleeson, Forbes.com Communication, the most important key to leadership success byRead More →

I am currently involved in an initiative to help motivate and inspire our telecommuter population. This is just over 10% of our entire employee base. Since these telecommuting team members are spread across the globe, across departments and functions, and have varied years of experience, this is a challenging task. Recently, I previewed a number of “how to telecommute” books from Amazon.com, to see if any of them would be worthy as giveaways or job tools for this group. Sadly, many of them are geared to business owners working from home or have outdated information. I did find one book, “101 Tips for Telecommuters, SuccessfullyRead More →

How we think about and talk about what we “do” significantly impacts the satisfaction we get from the activity and the value others feel from the activity. Ponder these 5 phrases: I have to do. I could do. I will do. I want to do. I get to do. I would refer to these as the “evolution of doing”. If we think about our activities as have to or could do, the perception is that the activities are chores, and not something we want to do. Once we “get to do” something, it sounds like we received a gift or something that we are veryRead More →