We want our employees to be more engaged and have more passion for their work but don’t know where to begin. We also want our customers to love our business with passion but don’t know where to begin. Seth Godin says passion comes from feeling needed. Makes sense. When I feel needed or wanted, I … Continue reading Inclusion – A Radical Thought!?
Have you ever thought this, “Why are my employees so unhappy? What do they want?” In contrast to all of the current “15 steps to higher employee engagement” BS, it’s really not that complicated. Employees want to be involved and contribute whatever they can with both their heads as well as their hands. They want … Continue reading What do employees want? Stop over-complicating it.
It seems today there is a constant mantra being propagated about getting super productive, setting measurable stretch goals, and busting a gut to get them accomplished. I can just hear the likes of entrepreneurship gurus like Gary V now, “F**k yes, make it happen!” But, in contrast to the overused and overstated “what gets measured … Continue reading When you set all of those goals, can you at least make them meaningful?
If you want to improve the level of service your organization delivers, one thing is certain, you need to examine the journey of your customers and ensure that pain and difficulty are minimized. However, there is also a lot of sense behind making each customer interaction, no matter its position in the journey, a five-star … Continue reading WHaT? A Model for Great Service Interactions