“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 …

The practice of customer experience is all about customers – the people who purchase your products and services. In the past several years, customer experience (CX) professionals have created a rigor and framework around how we understand customer’s needs, how we design better experiences, how we measure the impact of their engagement on the organization …

In my opinion, a good organisational culture creates an atmosphere for your staff to give you the best of their abilities. In other cases, because they believe so much in the common cause they’re willing to give you better than their best. Most organisations feel that this is fulfilled through indoctrination, forcing all staff members …

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 …

Social media usage has been rapidly increasing every year. It has become a substantial medium for a lot of people to express and vent their feelings, and this trend does not look to be changing any time soon. Within any organization, 9 out of 10 people are likely to have a personal social media account. …

Innovation should no longer be reserved for companies that invent new products, or come up with life changing technologies. Every business should innovate, from corporate law firms, to design agencies, to manufacturers. Innovation and creative thinking can improve and enhance everyday processes. It can fundamentally change the way you capture customer data. It can lead …

As we evolve and progress as a society, so too should our performance management systems and the way in which we deliver feedback. We now know that certain methods of feedback promote enthusiasm and an eagerness to excel, while others can be demotivating and ultimately disengaging. As a performance management consultant, I’ve had the opportunity …

Corporations are building high-quality in-house design and advertising groups like never before. The In-House Agency Forum (IHAF), founded in 2005 to provide connections and community for in-house creative groups, now has over 250 member companies. Corporate in-house creative groups provide services internally and, in some cases, to external clients. Successfully nurturing talent inside giant corporations …

Creativity in the workplace has always been highly prized, especially in sectors like PR, advertising and marketing. However, some agencies are starting to wonder whether the creative ambitions of a new generation of workers could be a cause for concern, with more and more employees now showing a commercial interest in projects outside of work. …