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What is the best way to improve your customer experience within your organization? This is an often-debated question in many board rooms throughout the world. So, is there a good answer or perhaps a best practice that leaders can turn to? Unfortunately, many supposed surefire solutions out there don’t seem to have the lasting impact leaders and organizations are hoping for and need. The reason is because most ignore the one thing that works best.    The #1 way to improve the customer experience is to improve the employee experience within your organization. How you treat your team members [...]

“Remember that a person's name is, to that person, the sweetest and most important sound in any language.” Dale Carnegie One simple way to build culture and rapport as a leader is to know the names of your people. Though it may seem insignificant to you, it often means the world to people who view you as an important leader within your organization. How many names do you know? Is it only your direct reports? Or maybe just a few within your department? If you want to increase your capacity to influence others, then learn as many people’s [...]

An easy guide to accomplishing New Year’s resolutions in 2020.  First, start with clarity. Make sure your goals are clear and you know exactly what you want to achieve this year as well as why. To that end, having a clear “why”, more than anything else will help motivate you throughout the year. Second, establish consistency. Above all, be consistent in tracking your progress toward achieving your goals. Creating a simple tracking system that is updated consistently will help you achieve results. Third, celebrate progress. Stop to recognize what you are accomplishing even if you aren’t as far [...]

I love this time of year when so many people are focused on giving to others. Giving is a wonderful thing. It softens hearts, changes behavior, and strengthens relationships. Giving has a positive impact on both the receiver and the giver. Meaningful giving can even change lives. As a business leader, what do you plan to give those you lead this year? Will it be a nice Christmas party, a year-end bonus or some other nice gift? Will it be a heart-felt Christmas card or some extra praise, appreciation, and recognition? All of those would be great gifts!  [...]

How do you measure the effectiveness and health of your company’s culture?  Some companies I’ve worked with believe they have a great culture because people are generally nice to each other and everyone seems to get along . Others believe they have an amazing culture because they offer a lot of benefits and perks they think their employees love. And yet others believe that because employee turnover is very low, their culture must be good.  Though all of these factors certainly shape and influence a company’s culture, the ultimate barometer for whether a company’s culture is strong or [...]

Simon Sinek provided great insight when he said, “Give people a reason to come to work, not just a place to go to work.”  So what is the difference and why does it matter? Most companies provide only a place to go to work, so that is exactly what their employees do. They go to work, do what they must do to get by, and look forward to their next paycheck. The best companies however are different. They give their people a clear reason to come to work. They help them feel they are contributing to something bigger [...]

One simple way to improve organizational culture and leadership effectiveness is through gratitude. An expression of gratitude does two powerful things: First, it helps the recipient feel appreciated, recognized, and valued. When someone feels this way, it makes it easier for them to work hard and it increases their desire to do good work.  Second, gratitude softens the heart of the giver and endears them to the person to whom they are expressing appreciation. It helps them see those around them as people and as contributors to their personal success. One simple way to share gratitude is by [...]