This quote by Dean Koontz speaks to me deeply. I do not hold a PhD in Neuroscience nor am I an acclaimed author on Emotional Intelligence. Nonetheless, the one emotion that has always made me an effective … Read More
I often tell people that customer experience, customer service and customer relationship management are really mostly about having the right processes in place to support the customer’s journey. Below is a 5-step process I have used hundreds of times over … Read More
In my role, I often meet with employee focus groups and leaders of organizations. While on one side I am privy to what employees think of their manager’s effectiveness, I also see first-hand some of the key mistakes that block … Read More
I recently spoke with a prospective client who told me that his organization was aiming to be the “Nordstrom” of their industry. In my position, I hear this a lot. To be clear, getting to be the Nordstrom of any … Read More
I live in Colorado where the weather can be frigid and cold one day and sunny and mild the next day. Most people envision it as a place of non-stop snow, which is mostly untrue. A few weeks ago, we … Read More
I have had the privilege to work with and interview some very committed managers. They were also leaders. There are really three common practices successful managers commit to doing consistently: 1. Successful managers recognize efforts I often hear that many … Read More