How’s your wellbeing? I know that sounds like the beginning of a hot yoga class. But it’s a question that business leaders need to ask their employees. Then, actually listen
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The labor market is incredibly tight. In my hometown, the unemployment rate is 1.9% which means that everyone who wants a job already has one. You probably feel the effects
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Employee experience starts at the beginning If you want to frustrate your best new employees, I have a foolproof way. Be unclear on your expectations. Frustrated new employees rarely develop
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I’ve found the secret to success in customer experience. Here it is: It depends. That’s right, the secret is completely ambiguous. Let’s clear that up. It depends… on the customer’s
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Fred Reichheld is one of the great business thinkers and researchers of recent decades. I say this because more than 20 years ago Reichheld invented one of the most-widely used
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“Company culture” may be the most overused phrase in business. I don’t say that because it’s not important. It most certainly is, and I’ll return to that in a minute.
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The hardest job for many business owners and leaders is doing less. Most people who start or lead businesses achieve early success from “doing” work. So much so that they
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There’s an old saying that you’ve probably heard. It’s, “Pride comes before the fall,” and it’s one that I think of often. The saying originates with the Bible. Proverbs 16:18
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Most of us probably don’t think about this nuance when talking to customers. Do you say “We” when referring to your business? Probably. That’s because it’s been engrained in business
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One of the examples I frequently use working with clients involves a medical practice that allows their team to give small gifts as service recovery or just to say thank
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