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
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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
The Curse of Knowledge Can Derail Innovation
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
July 19, 2021
While problems may be beyond your control, problem resolution is not
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
April 12, 2021
What is the real priority, CX programs or CX?
Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately,
February 23, 2021
