Steps in Transforming Customer Service

Steering everyone in one direction is not easy--but is facilitated by having everyone speaking the same language about what the customer values.

In our many engagements we meet people who embrace our thought leadership around what we refer to as The Chain Reaction of Excellence: Whether it’s a workshop, seminary or keynote–people want to know how they as a leader can take action to transform the customer experience. While there are many details to be attended to, … Read more

Vote Today! And Every Day!

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In anticipation for this week’s major election, TED Radio Hour hosted a podcast called Democracy on Trial. Eric P. Liu,  founder of Citizen University and former Deputy Assistant to President Clinton for Domestic Policy was one of several people interviewed in this podcast. Eric presented some really important thoughts around the demos of democracy. Demos means people, … Read more

Intrapreneur Vs. Entrepreneur

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Many organizations want to experience the benefits of an internal culture that is entrepreneurial in nature. What they really want is what many refer to as intrapreneurialism. When it comes to entrepreneurship and intrapreneurship, there are differences and similarities. For purposes of this blog post, I’m focusing not on the funding, capitalization, ownership issues, as … Read more

What Is and Isn’t Entrepreneurship

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Organizations talk more and more about creating a culture of entrepreneurship. I thought I would share my thoughts about what is and isn’t entrepreneurship–at least how I see it. Consider the following: This is more than just engaging people—and it’s far beyond employee satisfaction. But it does create those fruits. This is not about empowering … Read more

Curious George–as well as Margret and Hans

Anatomy of Curiosity

You’re probably familiar with this storybook character: Children for generations have loved the Curious George books and have treasured not only reading them but ultimately to their children and grandchildren. The stories open up to adventures that allow children to explore–and ultimately develop their curiosity. We would do we to have more curiosity in the … Read more

Customer Advocacy: A Tale of Theme Parks

The Logo for Disney's America Theme Park, once planned for the DC area.

In my last previous article I spoke of customer advocacy in government. I spoke of different ways you could create greater advocacy. I also spoke about the need for feedback from customers. Allow me to further the case for why advocacy matters through a tale of several theme parks. Those living in DC for some … Read more