“Why don’t employees do what we tell them to do?” is a question you hear a lot in business. It implies that employees are intentionally misbehaving, frustrating company leaders, and ignoring instructions. It also implies that they think they have a better idea of what they should be doing than company leaders do. But here’s …

Where does customer service begin? Is there a set of rules or specific policies that a company should follow to ensure that each customer receives the best experience? Or does it start by establishing a customer service department that customers can call if they have a problem? Customer service is actually much more. It is …

A quick scan of popular titles in the change management space will give you a range of articles, many aligned around the common theme of managing through change or preparing for change. Periodically, you will find a title or theme focused more on leading through change, but more often than not, these articles and thought …

Exceptional customer service is something you never forget, something that I learned while growing up in a small town in Japan. Embedded in Japanese culture is the concept of “Okyaku-sama Ichiban” (“customer first”). Two of my fondest lessons in outstanding customer service are rooted in my childhood. These remarkable experiences helped me develop a deep, …

Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible price, right at their fingertips. In other words, the key differentiator between companies is the customer experience. This means having the right strategies in place. The …

Before the dot-com boom, most business executives associated the word “creativity” with high-gloss ad campaigns and nothing more. The world’s most creative companies were the ones that paid agencies to make consumers laugh, cry, and buy. Today, with technology on the rise and TV commercials on the decline, the word “creativity” has evolved into a completely …

The value of rehearsed spontaneity for business is underestimated. While we can often remember being impressed in a meeting – think of that lightbulb moment when a client’s unexpected question is flawlessly answered – we don’t always recognise the preparation that goes into it. There are, however, ways for marketing and sales professionals to harness …

In many ways, it is no surprise that situations that reflect abuse of power have come to light in various industry sectors. The pervasiveness of questionable behaviour by those in positions of power is also not shocking. Courageous women who have publically shared their stories are our role models. Their boldness has allowed so many …

If you’ve noticed that more and more companies are starting to refer to their employees as ‘owners,’ you may wonder why this trend has taken off. In 2016, it was reported that nearly 10,000 companies in the US had become substantially or wholly employee-owned. This switch has been cited for the amazing positive effect it’s …

Let’s talk about persuasion. It can be argued that any intentional communication is an attempt at persuasion. Think about it – at the very least you want to make sure that whatever you’re saying, people are listening. To command the attention of an audience requires some type of persuasion! Persuasive communication in a business context …