Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting a prom after-party that evening, I approached him at 2:30pm and asked, “Why are you gaming? You have pictures at 5:00 and you’re hosting a
Last week, in preparation for spring break in the mountains, I called my local Ford dealership to ask a couple of questions about my service plan’s coverage of replacement brake pads and to schedule an oil change and tire rotation. Today’s business climate eschews helpful, personalized service in favor of
In recent years, I’ve read a number of articles that attribute the rise in B Corps to organizations’ desire to be seen as interested in both shareholder and stakeholder success. A Benefit Corporation or B Corp is a type of for-profit corporate entity authorized by 33 U.S. states and the
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 Henn na, or “Strange,” Hotel, in western Japan. As it turns out, over half the hotel’s 243 robots have been culled due to guest complaints
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 sauce of seven companies that do everything well is… (drumroll) a customer-centric focus. Those seven companies: Apple Inc., Intel Corp., Accenture PLC, Proctor & Gamble
Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. So-called “soft skills” training on topics like customer service and conflict resolution are likely near the top of that list. Some
Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer experience (CX) influencers: Jay Baer, Chip Bell, Jeanne Bliss, Joey Coleman, John Dijulius, Matt Dixon, Moira Dorsey, Shep Hyken, Scott McKain, Adam Toporek, Bill Quiseng, and Jeannie Walters. We were given an exclusive peek behind the
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 and improve performance. STRIVR is used by some of the world’s most respected organizations, from professional sports teams to Fortune 100 companies. The STRIVR platform
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who expressed this sentiment, I would suggest that until his disposition and performance (e.g., customer service quality) improves, he’s not going to be qualified – or
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