Companies are starting to set dates for employees to return to their office spaces now that vaccinations are disseminating throughout the country. What a great time for the organization’s leadership to lay the foundation for a new culture that can coincide with the re-openings. 85% of business leaders have identified the “customer experience” is the […]
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There is a revitalization occurring as we begin 2021 and organizations are looking not only to revive their businesses, but to create a rebirth or a new beginning. One of the ways this is happening is through organizing the whole business around the delivery of exceptional customer experiences. It is called the Business of Experience […]
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  It’s that time of year when everyone is busy preparing for the holidays and having to add one more thing to the list can create anxiety. This is especially true if that one more thing to do includes going to the local Tax Collector’s office for a needed license. However, I was very pleasantly […]
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  You have been in survival mode for the past seven months just trying to figure out how to rework your business and organization during this pandemic. Now as things are loosening up, you are ready to get back to some of those key strategic initiatives you wanted to undertake before the crisis. Several clients […]
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  When the culture within an organization has a strong foundation, it can survive the chaos and tumult that surrounding external factors may be inflicting. Culture supersedes a strategy because culture is grounded in the fabric of the organization. Strategy is typically for the short-term be that one year, five year, or even ten year […]
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Whether you are a restaurant, retail store, bank, university, or other type of organization, the way processes and systems were done in the past will not ever be the same. There will become a New Normal. Many people do not like “change” for reasons ranging from the uncomfortableness to the unknown. It has been quite […]
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Now is the time to redefine your culture. When businesses are given the go ahead to open again, for many it will be like starting over. If you weren’t happy with the culture you had, it will be a perfect time to create the culture you want. Delivering a customer experience that wows and amazes […]
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I just got off the phone with a representative of my cable company and said “Wow”! That doesn’t occur often, but here is what happened. I had a situation that needed human discussion, but dreaded the phone lines and wait; however, I was pleasantly surprised when I quickly got right into a cable representative. His […]
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