The Leadership Insights Blog by Liz Weber, CMC, CSP
Effective Leadership Strategies to Boost Your Business
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Exceeding Customer Expectations
The “buzz” in customer management arenas continues to be “Customer Expectation Management”. Customer Expectation Management or CEM is a way of doing business that focuses heavily on delivering not only a quality product, but delivering that product with service that exceeds the expectations of the customer.
Develop from Within / Lead the Business at Hand
There's a great statement Bill George, the former CEO of Medtronic made about CEO's and successors. He said:
Creating Procedures – Keep It Simple
I was recently asked to provide some insights into how an organization can easily, yet effectively, create documented procedures (i.e., systems). If you've followed any of my writings over the years, you know I'm a huge proponent of checklists, procedures, and simple documentation to ease a leader's and the team's working lives.
Dealing with Difficult People
We've all come across difficult people in our workplace and typically, we've found that the “safest” way to deal with them is to ignore them. However, by ignoring the difficult behaviors of our team members, we are by default condoning their poor behaviors.
Critical Numbers
Critical Numbers are those key financial, production, or sales numbers that tell us how well we're doing -- or not doing. These numbers help us determine what we MUST accomplish day in and day out to be successful.
Confirming SERVICE Value: Measure the Specifics
As businesses look for ways to cut costs while maintaining or improving profitability, I'm hearing more and more about “identifying Value” in our work processes and in our businesses overall.
It Doesn’t Take Much to Say Thanks
I again heard a group of managers raise a common problem during a training program this past week, "How are we supposed to keep our employees motivated? We don't have any money for bonuses, raises, or gifts, and we can't afford to buy them stuff out of our own pockets.
Building Business Relationships- “Good Enough Never Is”
I received a call recently from one of my client’s – let’s call him “Bruce”. Bruce owns a technical services firm. Bruce had just received a letter from one of his long-standing customers – and his customer wasn’t happy.