When my experiences with a company’s contact center have been poor or unremarkable, my feelings come through: I postpone contacting them, delay the inevitable, and then brace myself for more of the same. My feathers are easily ruffled when my “right now” experience feels like déjà vu and “here we go again.”Read More
There are many “Brenda’s” in our midst. I have known them and so have you. The question is: beyond setting direction, engaging, inspiring, coaching, removing barriers, recognizing, and rewarding, how can we acknowledge and cultivate the wisdom-sharing of these leaders who stir our imagination, make us think, and model a profound way of being?Read More
While it’s easy to pick on the airlines, we’ve ALL had a lost luggage experience. Lost luggage happens every time an employee fails to deliver on a promise.
The promise of your brand lives or dies on your frontline. To your customer, the reality of your brand experience isn’t in your tagline, it’s on your frontline, in what your customer experiences when things go right, and when they go wrong.Read More
The idea that Starbucks was a “third place” for people, in addition to home (first place) and work (second place), was well known. It was the essence of what Starbucks was in the early 00s. It appears that concept has been lost, and, for some employees, it became a place where you can come—if you are like “us.” That’s not very welcoming and certainly not in keeping with their brand values.Read More