It’s become very clear that there is a big difference between activity and action. When you are involved in “activity” you or your team members are moving, chatting, planning and/or meeting about business impacting actions you plan to take in the future. You are catching up on your emails and reading your text messages. Activity has to happen and can be productive as long as it leads somewhere. I was chatting with a colleague recently and he said that he sometimes feels like he is spending his time “moving around air” but not actually getting results. His air moving is definitely an activity, and IRead More →

Earlier this week I attended a CXPA Customer Experience networking event and the discussion topic was customer experience technology- how it can help or harm the customer experience. 12 CX leaders across industries and verticals shared some of their current technology pain points and opportunities. We then honed in on the major takeaways and go forward actions from the discussion. As I reflect back on CX technology discussions over the past 10-15 years, the focus has often been about cost reduction. Specifically, how we can minimize the cost of human resources by getting customers to self service, go online and/or use IVR functionality. There wasRead More →

Recently I was driving to work and my mobile phone rang. The call was from a salesperson who works for the Atlanta Braves Baseball Team and he was trying to get me to buy tickets for employees or customers. “Thanks, but I am not interested”, I said, ready to hang up. He replied, “Oh, then is there someone else I should be talking to instead of you? I was transferred here?”. I replied, “No, I am the local Site Leader. We recently surveyed our employees and there was not a lot of interest in Braves Tickets”. “Really? I am surprised to hear that. It reallyRead More →

As we wrap up 2016, I have a special end of year gift for you! Five tips to catapult employee engagement and satisfaction during the holiday season. As John F. Kennedy said “One person can make a difference and everyone should try”. Why not try at least one of these tips before December 31, 2016? Reflect on and recognize full year achievements: Take the time to ponder all of the contributions of your team and cross-functional colleagues and surface those that deserve special recognition. This could take many forms including phone calls, emails, hand written notes or formal awards. The most important thing is toRead More →