I’ve had several conversations with clients lately on customer satisfaction, retention, and profitability. All of my clients agree—satisfying customers is crucial to their success. Yet, when I ask them how they handle customer complaints and feedback, their responses are less than unified. Some say they read every customer feedback email, form or letter, note...
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We recently started a six-month leadership training program with a new client. The participants are accepted into the program only after they have been nominated by someone at or above their position in the company, and they have successfully passed the program’s interview process. This organization takes their leadership development program very seriously. They...
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In working with various clients lately, we’re seeing a common problem: Each organization has performance management systems that, as currently designed, create problems. These systems create the types of employee behaviors and unsatisfactory performance the client is trying to eliminate! Each organization is systematically creating and rewarding a workforce that just shows up, keeps...
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“The one thing competitors can’t quickly access is the brains of your work force.” Bingo! That’s exactly what I’ve been telling my clients for years. And since the day I read that quote by Susan Meisinger SPHR (former President and CEO of the Society for Human Resource Management), I’ve shared it again and again. She...
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