When engaging your team to deliver consistently excellent red carpet customer service, it takes more than a program. It takes real organizational change. Which is why it’s no surprise that our clients are always asking, “how do we sustain the change?” You know the drill. Every year you look for a new “program” to focus
Culture, Change and the age of the Customer! While the theme was leadership, those 3 topics made up most of the conversation at the C-Suite Conference in Boston!! As a passionate champion of creating engaged employees and happy customers, it was heartening to hear the C-Level leaders of companies such as Sales Force, Dale Carnegie
Here’s a recording of our webinar from February 3, 2016 – Red-Carpet Diem! Seize the Opportunity for Customer Service. Forgive the black screen at the beginning. We’re still working out the kinks with the software. The slides show up shortly after you begin watching.
I’m on a new journey. A few weeks ago I joined a gym called Hard Exercise Works. It’s a cross-fit workout, and I love it! Which is shocking, because I am not an athlete, never have been, never thought I would be. Yet, I find myself climbing out of bed at 5am every morning (when
A couple of days ago Oscar Munoz, the new CEO of United Continental Holdings (United Airlines), admitted publicly that the airline’s customer service stinks. While I don’t typically fly United, this was not news to me. One look at my Facebook newsfeed each day and at least one of my frequent flyer friends is complaining
Did you know that April 1, 2015 is International Fun at Work Day? It’s important to take your work seriously – but we don’t always have to be serious at work. Playing and having fun at work stimulates creativity, relieves stress, and even increases productivity. You’ll find that people who laugh & play together also
If you’re like me, you spend a lot of time during the New Year holidays wrapping up the last 12 months and planning for the next. Perhaps, like many, you make New Year’s resolutions. Hopefully, you’re one of the few who keeps your resolutions. Most of us, however, do not. Which is why I was
Look at any organization known for providing world-class customer service and you’ll notice one thing they all have in common. They all have a strong company culture, and everything they do stems from their core values. This is true of Zappos, Disney, the Ritz Carlton, L.L. Bean, Southwest, Ruby Receptionists and countless others. They hire