Subscribe to My Feed   Follow Me On Twitter   Join Me On LinkedIn   Friend Me On Facebook

Every Customer Trusts You, But What Do They Trust In

Thanks to the wonders of LinkedIn Today, I was introduced to a 2010 Harvard Business Review article entitled, “Stop Trying to Delight Your Customers.”

I gave a mental nod to the authors, Matthew Dixon, Karen Freeman, and Nicholas Toman for the title that caused a little adrenaline to rise in my bloodstream, and clicked the […]

How Are Your Company Ethics?

When ethics at the top are questionable, you can pretty much guarantee they will be questionable throughout the organization. Poor ethics trickles down. If it’s good enough for those at the top, it’s good enough for the rest of the organization.

For example, let’s assume there are specific policies around vacation and sick time. Yet, […]

What Could You Learn From a Bunch of Clowns?

James Lawther has worked for 20 years (and a bit more) in all sorts of operational roles, from counting frozen peas to chasing tax avoiders. Currently he is the Head of Operational Excellence for a FTSE 100 company. He writes about customer service operations at Squawk Point,

It was raining, hard.

I […]

5 Simple Ways to Increase Trust with Your Employees

One of the issues that comes up when I conduct employee engagement surveys among some clients is a lack of trust with senior leadership. Employees often feel as if they do not know everything that is going on and that leadership keeps information quiet and shares little. In some cases this has been quite accurate; […]

Are You Leading or Following the Competition?

The most effective companies are those that lead in their marketplace rather than follow. I’ll give you an example of a “follower” company. I know of one company who, rather than take the lead in their market, would review competitor’s website and then duplicate what they do. They never took the lead in their industry. […]