Demystifying Workplace Coaching

Recently, a manager asked me how to start a coaching conversation that provides clarity and doesn’t sound preachy.  Here is how I replied. First, it is important to understand what coaching is and isn’t.  Workplace coaching is not, as some of our sporting examples might lead us to believe, about barking out the game plan.  … Continue reading Demystifying Workplace Coaching

Customer Experience Isn’t About Thrill Rides

“People don’t want experiences, that’s the stuff of Disney or cruise ships.  People just want what they want and they want it to work.”  I read that in a comment to a post on LinkedIn the other day and while I wasn’t overly surprised by the comment, I was surprised that it came from the … Continue reading Customer Experience Isn’t About Thrill Rides