Being Kylo Ren: How to Change Negative Corporate Culture and Stop Living in...
How do Kylo Ren and General Hux solve problems? By mooning after past glories and building bigger death stars. As a corporate leader, you can't afford to have a culture that's mired in the past. Here's...
View ArticleRelease Your Inner MacGyver: How Constraints Can Unlock Your Employees’...
If you want your employees to innovate like MacGyver, you need to introduce constraints and boundaries. This doesn't mean locking them in a mountain shack with a bit of PVC and some garbage bags, but...
View ArticleWhy Empowering Employees in a High-Stress Customer Service Job Is the Key to...
Our town has a call center that provides customer support for a wide variety of businesses. They’re always hiring, and they pay nearly as much as one of the grueling jobs at the local foundry. By all...
View ArticleThe Customer Experience Death Spiral
A couple of days ago I came across this article on Cracked.com; the article describes two instances of the Customer Experience Death Spiral. If you’re not familiar with Cracked, be advised that the...
View ArticleThe Tension Between Efficiency and Magic
If you’re a regular reader of my blog then you know that I have a slight Disney World problem. As a kid, I thought it was a great place to go. As an adult, I appreciate it as a masterful application of...
View ArticleCulturewashing: Missing Out on the Power of Culture
Does your organization truly understand the meaning of culture, or are you just painting on the appearance of a culture and missing all of the underlying principles that make culture matter? If so,...
View ArticleCX and Employee Engagement: The Biggest Test in the World
Walmart, long known as the mega-retailer that most successfully wrings every nickel out of the cost of doing business, recently made headlines in a different way. The New York Times ran an article...
View ArticleFun in the Workplace: Driving CX through Employee Engagement
This week I wad the pleasure of attending training at The Fun Dept., an organization that simply believes that work should be fun. More importantly, they actively work with companies of all sizes to...
View ArticlePut the “Help” Back in Help Desk
IT help desks, and customer service organizations in general, exist to help their customers solve problems. Sometimes, the people who run those organizations forget. Only by instilling the right...
View ArticleExperiencing Your Best: An interview with Beth Carotenuto, Managing Director,...
Founded in 1984 as the Atlantic Coast Athletic Club, acac (lowercase intentional) has grown from a single 5,000 square-foot facility into a network of 13 clubs in the Mid-Atlantic region. Its West...
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