Two types of KPIs
When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your
September 28, 2022
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Connect every job role to purpose
Recently, I was a guest on a podcast with Wanda Wallace. She posed some great questions, including one about how to connect every job role,
June 28, 2022
What values guide my actions and behaviors at work?
This is the second article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role
April 25, 2022
Don’t conflate ESG, CSR, or DEI programs with organizational purpose
In the 21st century, there is an expectation that corporations, once aloof from societal issues, take a stand on matters that are relevant to their
February 25, 2022
Your Organization’s Purpose is Not Up for Vote
I recently read another article that counseled leaders to seek input through surveys and focus groups to ensure that the resulting organizational purpose statement is
February 17, 2022
The Two Journeys
Over the past several years I have read dozens of books and articles on finding purpose in our work. Much of the counsel presents some
February 14, 2022
Looking to improve customer experience? Sell more!
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a
October 19, 2021
The Elusive 8th Simple Way to Raise Customer Service Quality
Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service
October 15, 2021
Increase your customer service strength
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave
August 23, 2021
