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Rock Star Recognition
Rock Star Recognition I have been writing recently about how I think leaders need to treat their employees as customers, and that all employees need to enhance their internal customer relationships. As...
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Regardless Of Your Theory of Motivation
Let me tell you what motivates your people. It doesn’t matter what your theory is. Here is what the people you lead and support want. 1. The truth – They are big enough, they are smart enough and they...
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Inside Out
I have been working with senior leaders since the early 1980’s on strategies and learning that helps create exceptional employee and customer experiences. One of the first things we typically ask...
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The Importance of Internal Service Cooperation
Last month, I was interviewed as part of a thought leadership process at the West Coast Customer Experience Exchange. Please watch the following video to see an excerpt.
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If You Don’t Have Great Employee Experiences You Pretty Much Are Guaranteed...
Every person inside your organization can and does impact the customer experience, and thus, customer loyalty. To create customer loyalty requires that you first have great internal service from...
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Cross Functional Excellence Is Free
I have previously written that it is impossible for external experiences to be stronger or better than internal experiences. That doesn’t mean it takes more time, energy or more financial resources....
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If You Want To Blow Away Your Customers Start From the Inside Out
What your customers believe about you and your organization can never be better or stronger than what your employees believe about you and your organization. Certainly, not in the long run. More than...
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The World’s Most Powerful Yet Under-Utilized Business Strategy
I know I often times sound like a broken record. Yet, that is OK as I believe deeply that repetition is the mother of all learning. I have repeatedly stressed the huge competitive advantage that can be...
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Fast, Flexible and Hassle Free!
One of the most important things customer centric organizations are doing around the world is focusing on how they can create an experience that requires less effort on behalf of their customers. If...
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Creating Positive Stories Is More Important Than Ever!
As I have written, ranted and raved about repeatedly, I believe that in today’s personalization economy, people crave personalized, authentic and hassle free interactions. As a result of the explosion...
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Take A Good Look In The Mirror
Be honest with yourself. If a film crew from 60 minutes showed up on site to your place of business and interviewed your people, what would they say? Look in the mirror and tell yourself what you think...
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