Does being a CEO mean you can be the Commander in Chief?
Well, President Donald Trump is finding out! Brace for impact America – you’re in for a bumpy ride. As Trump, and some of his billionaire business leader cabinet appointees are beginning to see,...
View ArticleIt’s time for President Elect Trump to put his money where his mouth is…
Dear President-elect Trump, Stop it! I mean seriously…stop it. You claim you want to be a President for everyone. Well you can’t be a President for everyone when thousands of fearful people are...
View Article’tis the season…for bad customer service
In case you missed the billions of sales special offers being advertising on tv, via email, and on social media – it’s officially the 2016 holiday shopping season. When the sales push increases so do...
View ArticleWhy Democrats Can’t Win Elections
Given the recent 0-5 record for the Democrats in specials elections, this article deserves and update. Most recently the Democrats lost the most expensive House race in history when John Ossoff lost to...
View ArticleBMW & The BS Customer Experience
You’ve likely had an excellent customer experience. You’ve also likely had a few bad customer experiences. Irritating is sometimes the only way to describe the bad experiences. But what you may not...
View ArticleWhen Customers are the Product – Leadership Lessons from Facebook’s Data...
So last week Mark Zuckerberg testified before Congress about why and how Facebook failed to protect millions of users’ data. Zuckerberg is feeling the heat from investors, users, and now members of...
View ArticleGallup Research Sums up Why 65% of Your Workforce is Looking for a New Job.
Your people leave for various reasons. However, thanks to Gallup Research who collected data from more than 195,600 U.S. employees, we now have a #1 reason people say – peace, see ya later. They don’t...
View Article7 Ways to Make Your Project Fail…or Not.
Don’t Give a Damn About Your People For people to feel they can do their best, they need to feel their leadership has their back. Don’t micromanage. Support your people. Don’t throw them under the bus...
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Marriott CEO says “hang with us;” many are asking “why?”
Really, this is Marriott’s idea of providing an excellent customer experience? Fail! Mergers aren’t easy, but they don’t have to inconvenience customers. In full disclosure, I am more of a Starwood...
View ArticleA Team is Only as Strong as its Manager
Too many workplace teams have their performance impacted by their manager. Often it’s style, but many times it’s their lack of skills. Sometimes it’s a combination of both. One study shows that 45% of...
View ArticleIf You Don’t Care to Create a Positive Customer Experience Then Be Prepared...
Snafu: a confused or chaotic state; a mess. That is the best way to describe Snapfish. So here’s the thing about a good customer experience (CX), it can’t occur if the customer service is poor....
View ArticleIntent vs Impact: How Do You Communicate for Success?
How do you communicate? What can you do to improve the effectiveness of your communication? People thrive on communication; introverted, extroverted, verbal, and nonverbal, we all need to be able to...
View ArticleHow Do We Get There: Is Your Organization’s Strategy Working for You?
In today’s rapidly evolving business environment, organizations are often forced to remain competitive by adopting a culture of rapid change. However, updating and communicating the organizations’...
View ArticleChange and Transition – No They Are Not The Same Thing.
Change is never easy. Change and transition is a bumpy process. But why is change so hard? Change is hard because it is an emotional experience for most. An emotional experience, particularly an...
View ArticleLack of Trust in Leadership is the Biggest Issue Impacting Performance – How...
Issues that impact employee performance are nothing new. Knowing what causes these problems is the first step to resolving them. I’ve seen and experienced many issues impacting performance first hand....
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Customer Communication – The Good And Bad of All Those COVID-19 Emails (told...
We’ve been dealing with the COVID-19 pandemic for what seems like…ages. And many businesses have not been shy to reach out via email and let me know how they’re making policy and product changes to...
View ArticleInfinite Diversity in Infinite Combinations
Why is creating a culture that values diversity, equity, and inclusion (DEI) important? As the Vulcans say, “Infinite diversity in infinite combinations.” When diverse groups of people feel supported,...
View Article3 Ways to Give and Receive Feedback
And they say breaking up is hard to do. Try asking for feedback. Asking for feedback can be scary. What if they don’t like me? What if I don’t know what I am doing? Giving feedback can also make many...
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