Posts

Driving Employee Engagement Will Drive Your Client Engagement

Happy employees lead to happy clients. Knowing that, why do so few companies focus on employee engagement?

At my company, we prioritize employee engagement for two reasons: First, disengaged employees are less productive at work, lowering the quality of deliverables … Read more

Caveat Emptor

When it comes to the world of business, there is much that goes on behind the scenes that would scare consumers. As someone who has seen firsthand what goes on in a restaurant’s kitchen, I can tell you, it’s not … Read more

Motivate Your Team to Deliver Excellent Customer Service 

It’s one thing to declare that providing top notch service is your strategy to outdo the competition, but it’s quite another to actually do it and do it consistently.

These 5 steps will help achieve your goal.

  1. Create your service
Read more

Just Because I Like You Doesn’t Mean I’ll Stay

When we associate ourselves with brands, we are associating ourselves with a feeling.

Maybe it’s the way it makes you feel or the way it makes your niece or nephew feel that in turn makes you feel a certain way. … Read more

5 Ways to Earn Trust: The Ultimate Competitive Advantage

Are you looking for that leadership silver bullet that will propel you past the competition? You can take public speaking courses and enroll in an MBA program or you can attempt the single easiest feat for which an individual can … Read more

6 Things To Make Your Customer Service Standout

Have you ever heard the saying, “The moment you win a new customer, you begin to lose them?” There’s definite truth to this, but there are simple ways to keep your customers engaged with you, your product and company that … Read more

The Real Partner Is Your Customer

Venture Capitalism. Vulture Capitalism. When I hear those words, I immediately envision business owners whose top priorities are their investors exit plans, and subsequently are serving their investors rather than their customers. I’ve been a business owner long enough … Read more

#WorkTrends Recap: Be Your Customer’s Hero

Too many organizational leaders are scared of employee empowerment, often coming from cultures of command and control; fearing what can happen if they give up that control.

However, the greatest customer experience companies empower their teams to solve issues in … Read more

#WorkTrends Preview: Be Your Customer’s Hero

Too many organizational leaders are scared of employee empowerment, often coming from cultures of command and control and fear what can happen if they give up that control.

However, the greatest customer experience companies empower their teams to solve issues … Read more

How Evolved Are Your Customer Relationships?

“Customer experience is the perception that customers have of all their interactions with an organization. Customer engagement is something different, its a behavior and attitude, an outcome of customer experience.” ~ Bruce Temkin

I came across an articleRead more

Learn to Love Your Customers

On its face, this is a ridiculously high standard, but in practice it’s the most rewarding and resilient way to build a business. Working with and for customers that love your company — rather than hate it or couldn’t care … Read more

The No BS Approach To Customer Service

As the owner of an HR software innovation company, I have experienced customer interactions of varying qualities over the past few decades. Some good, some less so, some surprising, but all interesting and all a learning experience.

When I consider … Read more

Be An HR Technology Software Myth-Buster

It’s amazing sometimes that we actually ever progress beyond wishful thinking and myths perpetuated by us. I’ve been in the HR technology space for almost 16 years now, and we never fail to fail. Meaning, we never fail to hypothesize … Read more

HR Tech Solution Sans Bells & Whistles

Video interviewing shouldn’t be an enigma. As a recruiter, you don’t need complex accouterments to acquire candidates. You simply need a solution that fits your needs. Video interviewing uses webcams to conference with distance candidates without paying for the cost … Read more

That Magical Mindful Presence of Candidate Service

“And with all your magic
I disappear from view…”

—Coldplay

She stopped in the middle of the hall and met my gaze. We shook hands. Other customers, partners and peers streamed around us on either side like a river around … Read more

A Wave-Making Christmas Miracle

I still couldn’t believe our car wasn’t back yet. The local auto shop owner shrugged and shook his head.

“Sorry Kevin, but I’m going to have to lock up. I don’t want you to have to wait in the rain … Read more

How To Positively Impact Other People

“When eating bamboo sprouts, remember the man who planted them.” — Chinese Proverb

Do you find that your life is busier than it’s ever been before? You’re taking on projects, going more places and meeting the people, and trying to … Read more

Train Your Employees To Have Great Phone Etiquette

The link between your customers and your business lies mainly with the people who are answering your phone. The first interaction that a customer has with an entity is with a customer service representative. With that said, wouldn’t you want … Read more