There’s a direct line between levels of employee engagement and service/quality, productivity, innovation, safety, revenue, profitability, and other key results. That’s well documented, and most leaders strongly agree. Where agreement falls apart is how to boost engagement levels. Some leaders feel that running organizational surveys and giving that aggregated data to managers will somehow get […]
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Read post »It’s all about perception. Eons ago the ancient Greek Philosopher, Epictetus, mused, “What concerns me is not the way things are, but rather the way people think things are.” We so easily mouth the words “perception is reality.” But do we seek out and work from our customers’ reality? Or do we tend to dismiss […]
Read post »Customer service and quality is highly talked about and rarely delivered. Consequently, many companies pay a high “marketing tax” to counteract damaged brand perceptions and bad buzz from poor customer service. Part of the problem is because service/quality is a very slippery concept. It’s exasperatingly difficult to define and a source of great confusion to […]
Read post »Most organizations we’re working with today have declared a set of values. Posters, slides, banners, screen savers, newsletters, flyers, and framed parchments proclaim what the organization stands for. Many of these values statements assert a commitment to excellence, respect and integrity, customer focus, teamwork and collaboration, service/quality, responsiveness and the like. This is an important […]
Read post »Last week I met with an HR VP to discuss lifting organizational performance through leadership and culture development. The company was doing well and growing through a few strategic acquisitions. Levels of customer satisfaction, service/quality, safety, productivity, and profits were good but not great. He and the senior team were looking for ways to boost […]
Read post »We often hear the axiom that "perception is reality." When it comes to assessing the service/quality levels delivered by our teams/organizations just who’s perception of reality are we using? Reinforcing this month’s four-part series of blog posts on The Three Rings of Perceived Value, here are key perspectives on using our customer perceptions of their […]
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