The cost of convenience
During a recent visit to FedEx Office, I asked the counter rep to photocopy and staple 35 copies of a 4-page document. She instantly produced
August 8, 2023
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Do more than check boxes
Cynics might say, “Does it really matter whether a supervisor, manager, or leader can recall the organization’s mission, vision, or purpose statement or core values?”
June 19, 2023
The 3 Ps of purpose-driven customer service (Part 2)
Last week, I presented Part 1 of an activity that will enable supervisors, managers, and leaders to produce fresh suggestions for how the team can
April 5, 2023
The 3 Ps of purpose-driven customer service (Part 1)
Last month, I presented to a group of hotel general managers. These were the presentation’s three main objectives: Reveal the totality of employees’ job roles.
March 31, 2023
Cultivate a work environment where employees can thrive
A recent Gartner study revealed 52 percent of employees surveyed agreed or strongly agreed with the statement: “The pandemic has made me question the purpose
October 17, 2022
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
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
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
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
