WRITERS
John Tschohl Customer Service
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EMPOWERMENT CREATES OVER-HAPPY CUSTOMERS FOR LIFE
The backbone of great service is empowerment. My definition of empowerment is for any employee to be empowered to make a fast, empowered decision, on the spot, in favor of the customer. No asking for approvals. No delays. No moving the request up the chain of command. I think most CEOs believe their employees are empowered. For most companies, the description of empowerment is: You’re empowered to take care of the customer – as long as it fits within our rules and policies. But for empowerment to really work, the employee must be willing to bend or break the rules. Read Full Article Learn more about John Tschohl at johntschohl.com
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Libby Wagner Culture Coach
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PLAN B: WHEN THINGS DON’T GO AS EXPECTED
It’s hard to imagine a year like 2020 as anything more than the “what’s Plan B?” year. Each time we thought we knew how to deal with all of the daily, sometimes devastating, changes of the ways that the Covid-19 pandemic was impacting our lives at work and at home, it turned out to be something different the following day. In truth, many of us feel like we are on Plan Z, rounding the bend to begin the alphabet again. Read Full Article Learn more about Libby Wagner at libbywagner.com
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Steven Morris On Brand
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BOLD MOVES FOR BRANDS
“Be bold, and mighty forces will come to your aid.” Bold actions inspire those around you. They create a gravitational pull toward courage that will attract the right people to your work, your business and your cause. When you set out to do serious good in the world by making positive changes and moving people, you tap into a wellspring of folks who’re trying to do similar things. And it’s here that your efforts shift into the collaborative game of business. Read Full Article Learn more about Steven Morris at themthdegree.com
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Mario Juarez Business Mindset
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THREE STORYTELLING MISTAKES TO AVOID
In a world of information overload, remote work and endless distractions, businesses of all stripes are paying attention to storytelling. The obvious reason is that when it’s done well, storytelling can change opinions and behaviors in profound ways. It’s the ultimate influence model. In my consulting practice, I work with organizations and individuals to help them become more effective storytellers. Through workshops, coaching and focused creative work, we put storytelling to work to improve sales, customer satisfaction, organizational health, diversity and much more. Read Full Article Learn more about at mario-juarez.com
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TRENDS
Hank Alexander
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Lee McDonald
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Seth Weisblatt
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