Why We Fired Johnson & Johnson
[Update 8/30/2014: this post has become by far the most popular one on my blog, with much of the traffic coming from J&J network addresses. The post Why We Fired Johnson & Johnson appeared...
View ArticleOriginal Recipe: Maintaining a Constant CX as Your Business Grows
A good customer experience (CX) is essential for keeping your customers happy and engaged. Learn how to keep CX consistent as your business grows, and keep customers through your move. The post...
View ArticleWhat if Disney Ran Your IT Department?
We know that Disney is the epitome of an ideally crafted customer experience. So what would happen if those skills were applied to your IT department? The post What if Disney Ran Your IT Department?...
View ArticleLet Your Freak Flag Fly: Why Great Customer Experiences Require You to be...
The larger a company grows, the staler its personality tends to get. But it doesn't have to. Stay unique. Be true to yourself. Let your freak flag fly. The post Let Your Freak Flag Fly: Why Great...
View ArticleCute and Quirky? Stern and Serious? How to Develop a Customer Care...
Does your business have a unique customer care personality? While you want your personality to be genuine, there are several key factors that can spell success. The post Cute and Quirky? Stern and...
View ArticleCompany Dynamics Out of Whack? Time to Evaluate Employee Engagement
When the company-wide dynamic is off, it’s time to evaluate employee engagement. Learn four new ways to tweak your environment to boost employee engagement. The post Company Dynamics Out of Whack? Time...
View ArticleChange for the Better? How to Create a New Corporate Culture without Creating...
If you're considering a corporate culture change, there are steps for you to take--and ones to avoid. Don't mimic this trainwreck, and you should be okay. The post Change for the Better? How to Create...
View ArticleTrumped-Up Charges: How Corporate Narcissism Destroys Your Customer Focus
Has your company slid into narcissism? If you've lost your customer focus, you'll lose your customers. Here's how to find the problem & save your business. The post Trumped-Up Charges: How...
View ArticleThe Way of the Ninja: Inside Halfbrick’s Ambitious Plan to Eliminate Silos
Halfbrick Studios eliminated their design team to eliminate silos and recover its lost creativity. Silos stifle innovation, but there are other ways to remove them. The post The Way of the Ninja:...
View ArticleBards and Heroes: Why Storydoers (Not Storytellers) Make Epic Experiences For...
Transform your company from an outdated storyteller firm to a heroic storydoer firm that engages customers and employees with an exciting worldview. The post Bards and Heroes: Why Storydoers (Not...
View ArticleDon’t Hide From Your Customers: Customer Experience and Transparency in Business
Customers have high expectations nowadays: they expect sellers to exhibit honesty, fairness, and transparency in business. Don't hide from them as a business owner. The post Don’t Hide From Your...
View ArticleDon’t Be a Scrooge: Why Your Employee Retention Strategies Must Include...
Don't be a Scrooge when it comes to workplace flexibility. You retention strategies can productivity by embracing flexible business practices. The post Don’t Be a Scrooge: Why Your Employee Retention...
View ArticleCustomer Service in the Zombie Apocalypse: Can You Survive Crunch Times?
When crunch time hits, customer service suffers. There are steps your business can take to avoid these situations, and see your company through any disaster--even the zombie apocalypse. The post...
View ArticleLet Your Freak Flag Fly: How to Recruit Employees That Fit Your Company Culture
Be yourself may be great dating advice, but it's even better recruiting advice. Here's how to recruit employees that fit your company culture. The post Let Your Freak Flag Fly: How to Recruit Employees...
View ArticleBeing 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,...
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