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
Blog
Read More »
Enforcement versus enrollment
On his podcast, Seth Godin, makes a brilliant distinction between the use of enforcement and enrollment to bring about desired behavior. Enforcement: the act of
July 24, 2023
Tampering masks true performance
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received
December 4, 2020
Three simple ways to improve CX
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting
July 29, 2020
When automation hinders the customer experience, hit the reset button
I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the
January 22, 2019
Customer-centricity in action
Analysis of the newly released Wall Street Journal Management Top 250 (the Drucker Institute’s second annual ranking of best-managed companies) suggests that the possible secret
December 3, 2018
Virtual Reality: Translating Virtual Lessons Into Real Performance
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals
October 15, 2017
Excellence doesn’t require permission
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or
August 10, 2015
If Walt Disney Drove Your Bus
The following is a guest post by Chip R. Bell, a renowned keynote speaker and the author of several best-selling books. His newest book is
February 10, 2015
