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 to employees, connect daily work activities to organizational purpose, and inspire the collective pursuit of a common aspirational goal. The act of contemplating and responding
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 purpose and values. Regardless of whether they are known for being socially or environmentally progressive, boardrooms are embracing environment, social, and governance (ESG), corporate social
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 inclusive of the feedback and priorities of current and prospective employees, customers, vendor partners, investors, and other stakeholders. This is really bad advice. Articulating organizational
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 version of aligning your purpose in life with a vocational pursuit. Doing so, it’s suggested, will allow you to contribute a valuable service for which
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC. There was a section in the report titled Monetary Delighters that detailed the benefits of cross-selling to customers,
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 from Ordinary to Extraordinary. I specified to my publisher that the subtitle should read “7 Simple Ways…” rather than “The 7 Simple Ways…” It was
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 the foreman a quick orientation about the best door to use, location of the weight room containing the old universal weight machine that required dismantling
I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their shoulder during a visit to New York City. He immediately thought to
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have the product delivered to a local store for pickup to avoid the $79 delivery fee. After the order was complete, I received an expected in-store
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
