recently caught up with Beekeeper’s Corey McCarthy to discuss employee engagement and culture; both topics that continue to be a focus area for businesses across all industries. With the percentage of ‘engaged’ workers in the U.S., (those who are involved in, enthusiastic about and committed to their work and workplace) being reported at 34% by Gallup, there are many tools making their way into the market to help organizations increase this number ..Read More
Billions upon billions are spent on leadership training and development and studies demonstrate that many companies plan to increase this, with priorities including growing the succession pipeline, retaining high potential employees, and fostering innovation and creative thinking. Even with all of this investment, with the state of the leadership landscape, 77% of organizations are experiencing a leadership gap. Going beyond the typical skills you associate with leadership, in 2017 …Read More
With second half of the year upon us, many brands are reflecting where they are compared to their 2018 goals, as well as starting the processes for their planning and strategies for 2019. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.
We remembered writing about this problem towards the end of 2016 …Read More
Customer Journey Mapping, while having been around for quite some time, has certainly seen an increase in interest in the last few years. There are many great articles and content on what they are and how to do them.
The purpose of the Customer Journey Map is to deeply understand what your customer is trying to achieve, how they go about reaching this goal, and how each interaction they have with your company impacts them.Read More
That inner voice...telling you that you can’t do something or that you should be doing something. Telling you how badly you messed up or telling you what an idiot you are. We all have one. We all have a voice telling us what we should have done differently, wondering and questioning how …Read More
“We do innovation” or, “we are innovative”, and numerous other phrases are used time and time again by leaders to explain just how innovate their organizations are. However, sometimes upon further discussion, sadly, you come to find that in reality they may have an Innovation Lab, rooms filled with white boards, lots of sticky notes, and sleep pods, but do not really have an environment, the people, the processes, or infrastructure in place to enable ideas to thrive, be tried, vetted, and brought into fruition strategically - for the benefit of their customers, employees, or the business.Read More
We were recently working with a company’s support organization helping them to elevate the experience of their face-to-face support services. Throughout the day we covered several topics with the engineers and managers of the support centers. While many components must come together to enable a great support experience, several barriers were discussed that hindered the engineers ability to deliver the desired experience. We thought these served as a nice reminder forRead More
There is always so much to do. In life and at work, the demands and responsibilities seem to be never ending. For years in corporate it was so easy for me to get consumed by what “needed” to be done, those fires to put out, the 50th iteration of a deck, the meeting to plan for …Read More
Think about this situation... you created a presentation for a meeting. During the meeting some of the other people question you in what seems like an attacking way. After the meeting you think about, what could you have said? What should you have presented? Maybe you do not know the subject as much as you …Read More
We have been working with many organizations and individuals on growing their behaviors and mindset to enable them to better take lead of their lives. As such, we have been privy to many conversations about the challenges faced by leaders, managers, and individual employees alike when it comes to …Read More
Recently I was honored to be a part of a panel during the inspirational Allison Kluger’s workshop on Executive Presence for Women at Stanford - where she covers topics such as how people carry themselves, present themselves, communicate with others, and project competence and calm. I was joined byRead More
As a new year rolls around, many brands have been busy – for a while now – thinking about their 2018 goals and strategies. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.
We remembered writing about this problem towards the end of 2016, where ...Read More
The word mindful--or mindfulness --has exploded in recent years, for many reasons and most importantly for many benefits - even though the concepts and practice has been around for ages. That seems to be the trend with many industry crazes, a concept that has been around for some time, which when applied in the right way can be incredibly valuable, arises, gains popularity, and ...Read More
We often joke in the office that the word “busy” would appear to need a new definition as it seems to have become the standard response to the question: “How are you?”
Think about it, when you are asked ‘how you are,’ or you ask someone ‘how’s it going?’ What are the most common responses? We asked around and got a plethora of “things are just so busy at the moment,” “I’m good, you know the usual, busy,” “Same old here,” for which ...Read More
Wow, another year has flown by! That time of year has arrived once again, the time of year when we look back, reflect, learn from the broader patterns, and make decisions that set the foundation for a successful next year!
Last years reflections were certainly plentiful, and this year certainly didn’t disappoint, with the emotional roller coaster of running a business seemingly having no end. However, advancing along your business journey from ...Read More
Changing behaviors is no easy feat. It takes a lot of effort, time, and patience. While we work on driving behavioral changes in individuals and teams on a daily basis, I personally have experienced three things that have helped me when I myself am working on engaging new behaviors and making them ...Read More
Life seems to be becoming increasingly overwhelming and stressful. It is clear that if we do not start working on behaviors and strategies to cope with these challenges, the levels of disengagement, depression, and stress will continue to reach new highs. In fact, a national survey of 614 HR leaders, including CHRO’s, VP’s, Directors and Managers, found that 95% of participants admit that ...Read More
While engagement and productivity are different, engaged employees tend to be more productive and guarantee a better customer experience. Not to mention how an energized work environment not only attracts talent but retains it.
It is that time of year again and, unfortunately, many organizations are set to be disappointed in their employee engagement scores, once ...Read More