Try Not to Waste a Customer Care Opportunity
According to Wikipedia, Lean Manufacturing, sometimes referred to simply as Lean, “is a production practice that considers the expenditure of resources for any goal other than the creation of value for the end customer to... Continue reading
You Can Show 52 People a Year That They Matter
One of the most straightforward ways to show people that they really matter is to maintain contact with them when they’ve had a hard time, are going through a rough patch, or have suffered a... Continue reading
This Is the Story of a Successful Service Recovery
Last week I met with Terri Bartlett, the intrepid president of Marketing EDGE, for lunch at Forty Four, the restaurant at the Royalton Hotel in Manhattan. We had lots to talk about, and didn’t even... Continue reading
Are You Aware of the Contradictions in Your Messaging?
On a two-way, two lane stretch of road in the Berkshires, the kind that’s dotted with numerous one- and two-story industrial and commercial buildings, we passed a structure that had a large local bank logo... Continue reading
Want Success in Employee Development? Watch a Baby
Why are we so tolerant of certain kinds of unsuccessful behaviors in children, but not in adults? When a child stumbles and falls while learning to walk, no one says, “Don’t fall down, you bad... Continue reading
Jeni’s Tasty Recipe for Customer Engagement
Visit the original Jeni’s Splendid Ice Creams shop in Columbus, Ohio, and its sense of quirkiness and celebration will draw you in right away. It’s a strong case study in hooking and involving customers. Here... Continue reading
This is How Connected Leaders Ensure Progress
Let’s say your team feels deeply connected to you, and all team members are committed to the same things you’re committed to. Your team feels comfortable enough with you to express any disagreement they have... Continue reading
How Successful Leaders Connect to the Future
Most people want to know where and low they fit into the various groups they’re affiliated with -- and they really want to know where and how they’re supposed to fit in at work. They... Continue reading