WHaT? A Model for Great Service Interactions

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

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Five steps to becoming more of a listening leader people want to follow.

We all have limitations. Like it or not, you, me, all of us are not good at everything. In addition, none of us knows everything either. So it is that our effectiveness relies on our ability to know our weaknesses and when to throw up our hands and ask for help. This ability however is … Continue reading Five steps to becoming more of a listening leader people want to follow.

How looking in the mirror can make you a better leader.

If leading is really about influencing others, then we all lead, whether incidentally or intentionally, all of the time. Everything we do influences someone. And given what we are learning from neuroscience about things like mirror neurons, it is clear that our influence on others is everywhere. It's actually a bit scary when you consider … Continue reading How looking in the mirror can make you a better leader.