What’s the secret to creating a culture of leadership that will take your organization forward for years to come? There is no secret—it starts at the top with you. In my experience as a leadership speaker and consultant, it starts with senior leaders reflecting internally—to understand their purpose, gain clarity about what they stand for and […]
Bill Hogg
8 Change Leadership Strategies for Sustainable Results
Most change initiatives fail. This is a fact that too few leaders truly understand. Change is never easy. People are resistant to it and people will not just change because you tell them to. All it takes is one leader who wants to make their mark on a company to leave a sour taste, and […]
Leaders Need to Change First Before Organizations Change
In our last article, we discussed Transformative Leadership and Change Realization. Now let’s discuss the importance for leaders to understand their own need to change first before an organization can change. Leaders Need to Evolve in Order for the Organization to Follow Suit A common theme that has emerged throughout my years of experience as a leadership expert is […]
4 Essentials Every Employee Needs to Deliver Exceptional Customer Service
This is the first in a series of six articles that will examine different aspects of delivering exceptional customer service and how it leads to increased overall profitability. Over the 6 part series, we’ll discuss techniques that you can implement to improve the performance of your employees—always with an eye firmly fixed on improved profitability […]
10 Tips to Improve Your Customer Experience
Today, customers are no longer looking for great customer service—they want more. Today customers demand a great customer experience and will not settle for anything less. It is no longer good enough for companies to provide good customers service—rather, companies need to create memorable interactions with customers that help establish a loyal relationship and promote […]
Continuing the Cycle: How to Develop the Skills of Future Leaders
In our last article, we discussed building your change management plan. Now let’s discuss how to continue the cycle and develop the skills of future leaders. Maintaining Strong Leadership – Building from Within In my experience as a leadership expert, an organizational culture that reflects your vision and values as a leader is sustained over time only through the internal […]
5 Ways to Turn Indifferent Customers into Raving Fans
Providing good customer service just isn’t enough anymore, not with companies the world over clamoring for the dwindling dollars consumers spend. And heaven forbid your customer service should be classified average! That could, literally, be the death of a company if it’s not turned around quickly. Encourage your team to take customer service from bland and […]
8 Emotional Drivers of Employee Engagement
We’ve all seen the lists—the definitive list of drivers for employee engagement. Unfortunately, every research company and consultancy has a slightly different list. If it’s not on the list, is it not important? Who’s right? Well, to a certain degree they all are—the problem is trying to create the definitive list. Lists aren’t bad, but […]
5 Ways Courageous Leadership Evokes Action and Engagement
Courageous leaders set the tone for organizational performance. When leaders establish themselves as a strong and courageous personality they set the tone for the rest of the company and shape the overall culture. Dithering about decisions or not being willing to make the difficult decisions causes employees to question your leadership skills and impacts your […]
How Weak Leadership Impacts Customer Loyalty
Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is Stranger than Fiction and Is Your Customer Focused Language Important? for more about interesting customer service experiences. One thing that […]
