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 consistently deliver purpose-driven customer service. Part 1 introduced terms to distinguish between actions and behaviors, job knowledge and job skills, job functions and job essence,
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. Connect daily work activities to the higher purpose of the job role. Inspire greater employee engagement. Studies confirm that learning retention evaporates quickly without reinforcement.
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 of my day-to-day job.” According to Gartner, “The era of the employment contract, when a worker provided services purely in exchange for monetary compensation, is
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 industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per
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, including support roles that operate behind the scenes, to the organization’s purpose. In reflecting on the question, I am reminded of three priorities: Relevance trumps
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
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
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
