Customer Advocacy: A Tale of Theme Parks

In a 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 time may … Read more

Customer Advocacy in Government

It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

Has Your Brand & Culture Gone Down the Toilet?

We tell our clients there is a key place where you can learn quickly so much about your brand and culture–the restroom. The cleanliness of the restroom speaks volume about how employees think through the customer experience. It also sends a message about organizational pride. Granted, most restrooms in an office or retail setting are … Read more

Defining Award, Reward, and Recognition

Accountability never succeeds without making work consequential. And part of making performance matter is in providing for reward, award, and recognition. For our purposes, we define these terms as follows: Reward: The benefits obtained as a result of an action taken or a job well performed. Such rewards can be both extrinsic (such as a … Read more

In The Loop

Editor’s Note: Over the months to come, we are providing posts dedicated to better improving the post secondary education experience. This post is authored by David Zanolla, who teaches at Western Illinois University, and who annually hosts students learning best in business practices at Walt Disney World. Over the course of my 12 year collegiate teaching career, … Read more

With Real Performance Comes Real Failure

In a previous post, we spoke about being accountable. It takes courage for individuals and teams to take accountability in their own hands and to move forward in breath taking ways toward improving results. Often the hard wiring of the organizations has created a culture where people don’t want to “get their hands slapped” so … Read more

Soft Wiring For Accountability

We want excellence. We want people to be performing at their very best. But how do we get them there? There is a hard wiring way to hold employees accountable. That usually involves performance plans, annual reviews, and other mechanisms that seldom align themselves toward attaining real results. Most people tie a negative connotation/emotion to … Read more