Going above and beyond is voluntary
For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional
June 20, 2024
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The presence of purpose – Part 2
I was talking with my daughter about a friend of hers who had applied to work at the reception desk of a local health club.
May 31, 2024
The presence of purpose – Part 1
I routinely ask groups of managers, by a show of hands, how many would consider themselves to be a purpose-driven leader at work. I see
May 30, 2024
Does purpose resonate with your team?
“That business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.” This Peter
May 13, 2024
Blue ocean thinking
I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to
May 6, 2024
Inspire employee engagement—on purpose
According to a recent Gallup article, by the end of 2023, 33% of U.S. employees overall were highly engaged, meaning they were highly involved and
May 1, 2024
Buying in to purpose
Whenever I present to managers about articulating and revealing guiding statements, organizational purpose, or core values to frontline staff and connecting them to their daily
April 19, 2024
Happy Accidents
Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the
April 3, 2024
Digitize to Personalize
Today’s blog post is the last in a series related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20,
March 29, 2024
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