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 – C-Suite Conversations
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
3 Red Carpet Customer Service Resolutions for the New Year
Let’s talk about red carpet customer service. One of my personal goals (and my team‘s goal) in 2016 is to change the conversation about customer service. If what you talk about and think about “grows” (and I believe it does), then why do we keep talking about how bad it is? A few weeks ago,
Your Service Culture: Leadership Lessons from HEW
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
