There is a lot in the news about artificial intelligence. Some of the news portrays hope in a better world. And some of the news portrays an Orwellian picture of transhumanism. In either case, it will have an impact on our business and personal lives in the near future. This article from Shep Hyken highlights […]
Customer Service Is a Team Sport
Do your employees recognize that customer service is a team sport? This article from Shep Hyken describes how a team working together can help your business thrive and succeed with happy and most importantly loyal customers. This is a summary. We encourage you to read the entire article. The other day I was having breakfast […]
Do You Ask Your Employees to Act Like an Owner
We saw this article from Shep Hyken about a company who told their employees to act like an owner. The article describes the success of both the company and the employee who took the instructions seriously and responsibly. One of my favorite concepts to cover in my customer service keynote speeches is to act like […]
Do Your Customers Trust You?
Do your customers trust you? (This is fact.) Do you think your customers trust you? (This is opinion.) There is a trust gap between customers and the companies and brands they do business with. Shep Hyken has an excellent article that reveals the importance of the “trust gap” in this article. The difference between the […]
How to Document Workplace Impairment
We often get requests from clients who provide an example of workplace impairment they’ve witnessed. Then they tell us they want to send the employee for a drug test in the hope of getting a positive result without a documented observation. Some supervisors see poor performance in the workplace and believe substance abuse is the […]
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