The Direction of Your Customer Service Improvements
I was working with a client recently that was in the early stages of improving their customer service process. They felt the need to improve the process because a couple of their competitors were making a big noise in the market about their customer service teams and their customer service programs. The situation was becoming [...]
Know, Do, Repeat
Know, do, repeat. Looks like the words on the back of a shampoo bottle — wash, rinse, repeat. Sustainable revenue growth can be, and often is, much more simple than many make it to be. When businesses know what they do very well, know how to do it regularly, and know how to make it repeatable [...]
My Obsession with Creativity and Innovation
Several years ago I sat in on presentation about innovation and creativity. The presenter talked about the importance of creativity in the strategic process. The most memorable aspect of that presentation was how she leveraged the power of humor as a starting point in the creative strategy process. According to this presenter, humor is a [...]
Congruent Leadership
Nothing frustrates me more that leaders who have this unique ability to establish two sets of rules, behaviors, and values in an organization. The leaders I most respect are those who have demonstrated the capability to “walk the talk” and clearly live in concert with the values they encourage their team and their organization to [...]
