6 Ways for Leaders to Create Organizational Change

How you approach change is just as important as what you want to change in your organization. If you want to be a transformative leader and create long lasting organizational change, you need to approach it in a way which minimizes negative reactions, is aligned with business strategies and corporate cultures, and is inclusive in nature.
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How Strong Performance Can Mask Issues in the Future

The truth is strong performance can actually mask issues if you are not careful, which can come back and bite you in the future. This is why leaders need to stay sharp and keep their foot on the gas to ensure that today’s good performance leads to tomorrow’s exceptional performance.
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Is Customer Service a Right Brain or Left Brain Function?

Often when speaking about delivering exceptional customer experiences, I, like most speakers, tell stories. Often our signature story is about some remarkable customer experience where someone has gone above and beyond to create a memorable experience and everyone is left feeling like that is the pinnacle of success.
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10 Tips to Keep Your Team Positive

Your sales and customer service team are the primary customer contact for every business. What does their attitude say about your company? If some of your team are not communicating the message you want, here are 10 questions to ask yourself to ensure they stay positive, focused on message and deliver an exceptional customer service experience.
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Critical Qualities of a Top Manager

In business we are only as successful as the people we hire. And while our front-line employees are critical to our business, choosing the right managers can have significant impact on our success.
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The Power of Parables

If you have real stories that demonstrate behaviors you want to see modeled in your organization attributes, especially when imbued with emotional impact, they are priceless.
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