In times of challenges and uncertainty, supervisors might be experiencing an increase in the number of difficult conversations with their staff. These could include delivering bad news about an employee’s job, informing staff about work restructuring, or discussing other complicated and stressful work situations. Preparing for the conversation Before going into the conversation, ask yourself […]
VIEW POSTHow to make it easy for prospects and customers to buy….. A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touch-points you […]
VIEW POSTAnd it’s not necessarily those who spend the most…. The squeaky wheel is the one that gets the oil. We all know that. And the customers that complain are the ones we listen to, and with good cause. But when we do so we often forget to pay sufficient attention to our other customers. Because […]
VIEW POSTPerspectives on culture There is a lot of discussion about the importance of culture in creating and driving a high-performing business. We all “know” what we are talking about, but none of us can clearly define it. As a result we all have a common and shared understanding of something we cannot articulate and agree […]
VIEW POST3 reasons why the customer is not always right One of the oldest adages for customer experience and customer service is “The customer is always right!”. Sorry, I don’t hold with that. Why? People assume that it is better to keep a customer rather than alienate a customer. But often this is not the best […]
VIEW POSTYou have nothing to fear but fear itself At work one of the things a person fear most, and actively try to avoid, is having a difficult conversation with a boss, a peer or a report. Let’s face it, we don’t like it as it represents the unknown – whenever you enter into a difficult […]
VIEW POSTWhich answer do you think is most common? Strangely enough, the answer is probably both! Marshall Goldsmith shares a story: One night over dinner, I listened to a wise military leader share his experience with an eager, newly minted General, “Recently, have you started to notice that when you tell jokes, everyone erupts into laughter—and […]
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