I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to purpose-driven work today. In the book, red ocean strategies represent the way business is approached in most industries: competing for contested—and often shrinking—demand and market
According to a recent Gallup article, by the end of 2023, 33% of U.S. employees overall were highly engaged, meaning they were highly involved and enthusiastic about their work and workplaces. Unfortunately, engagement levels slipped in the first quarter of 2024, dropping 3 percentage points to 30% among both full-
Whenever I present to managers about articulating and revealing guiding statements, organizational purpose, or core values to frontline staff and connecting them to their daily work activities, I get the question, “What if they don’t buy in to these corporate ideals?” Now, you might ask, “Why on earth would they
Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks. After rating the hotels from best to worst using an approach linked to Bain & Company’s Net Promoter Score
I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a nearby Hampton Inn. He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to
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.
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key.
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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